Front Desk Associate

JOB TITLE

:

Front Desk Associate ENTITY :

Hilton Garden Inn

REPORTS TO

:

Assistant General Manager SALARY :

Grade 2

CLASSIFICATION :

Non-exempt

SUPERVISES

: None

JOB SUMMARY

: This team member greets, registers, and makes room reservations for Hotel guests, and also acts as the first point of contact for Hotel guests

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential duties and responsibilities outlined here are representative of those that must be met by the team member to successfully perform the essential functions of this position, however, are not all inclusive: Serves as the first point of contact for Hotel guests. Greets, registers, and assigns rooms to guests. Handles credit, initial parking information, and an overview of guest services Serves as a primary liaison to guests; handles stressful situations; makes mature and knowledgeable decisions; and handles all guest complaints or problems to exceed guest expectations Handles incoming guest reservations via phone, completes reservations, takes reservations accurately and neatly, or forwards reservations if necessary Answers inquiries pertaining to the Hotel services; registration of guests; shopping, dining, entertainment, and travel directions. Makes restaurant, transportation, or entertainment reservations and arranges for tours Handles all guest service requests. Directs the appropriate staff member to complete the request as needed Serves as the hotel phone operator and directs all calls to the proper extensions. Receives, transmits, and tracks telephone messages Keeps records of room availability and guests' accounts. Operates ONQ (the Front Office software) Computes bill, collects payment, and makes change for guests Posts charges, such as room, food, liquor, or telephone, to guest accounts Balances daily or shift audit in the online point of sales system. Maintains and balances cash bank as issued in accordance with policies and procedures Uses 10-key adding machine and a switchboard Assists guests with depositing their valuables in safe deposit boxes Cleans and organizes the front desk area Stocks Front Desk and Pantry as needed Distributes incoming mail Reports all suspicious persons, activities, or conditions to the appropriate individuals in accordance with the Hotel's safety, security, and emergency procedures. Other duties as assigned by the Front Office/Guest Services Supervisor, Assistant General Manager, and/or General Manager

EDUCATION REQUIREMENTS

The education requirements outlined here are representative of the minimum that must be met by the team member to successfully perform the essential functions of this position; however, higher levels of education than required will be reflected during the recruitment process: A High School diploma, or the equivalent thereof, is preferred

EXPERIENCE AND KNOWLEDGE REQUIREMENTS

The experience and knowledge requirements outlined here are representative of the minimum that must be met by the team member to successfully perform the essential functions of this position; however, higher levels of experience and knowledge than required may be reflected during the recruitment process: Must be at least 21 years of age or older The ability to read and comprehend simple instructions, short correspondence, and memos The ability to write simple correspondence The ability to effectively present information in one-on-one and small group situations to guests, clients, and other colleagues of the hotel The ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals The ability to compute rate, ratio, and percent The ability to deal with problems involving a few concrete variables in standardized situations Must have a valid driver's license, clear driving record, and proof of current insurance Working knowledge of Microsoft Office applications and online point of sales systems is preferred A minimum of one (1) year of related experience and/or training is preferred

PHYSICAL REQUIREMENTS

The physical requirements outlined here are representative of those that must be met by the team member to successfully perform the essential functions of this job: Continuously stands The ability to climb stairs, stand, walk, reach with hands and arms, climb or balance, stoop, kneel, crouch, crawl, push, pull, or sit for an extended period of time, up to eight (8) hours or more, is required This team member must regularly lift and/or move up to 10 pounds This team member must occasionally lift and/or move up to 50 pounds The ability to use office equipment and multi-line telephone, is required

OTHER INFORMATION

Native American Preference Policy applies RREDCO is a drug-free workplace; applicants must be able to pass a pre-employment drug screening This job description does not list all the duties of the job. You may be instructed by management to perform other tasks or functions This job description is not a contract for employment. Employment with RREDCO is considered "at-will" Must be able to comply with the RREDCO Common Language Rule Reasonable accommodations may or may not be made dependent upon the nature of the work required by the position RREDCO reserves the right to add, delete, or modify without notice Must pass background check Revised 12/29/25 kc