Front Desk Associate

The Front Desk Associate is responsible for kicking off the beginning of a guest's exceptional stay by being the first point of contact, making the best impression, accommodating the requests and needs of the guest, and providing them excellent accommodations, a stage set by fellow team members. Department Front Desk FSLA Status Non-Exempt Supervisory Responsibilities None Duties/Responsibilities Manages the day-to-day responsibilities associated with accommodating guest's arrivals, departures, and requirements during their stay at the hotel. Greets all guests with a smiling friendly manner. Ensures efficient and professional guest registration, check-out, and telephone service. Takes every opportunity to upsell every guest. Stays current on all Loyalty Program benefits, recognizes loyalty member guests as they check in, and offers a sign up to any non-program guests. Issues room key cards following the appropriate security procedures of the hotel. Answers all incoming phone calls, schedules, cancels, modifies, and confirms reservations. Receives guest calls regarding lost and found, track, locate, and ship to guest according to hotel procedures. Transmits and/or receives messages for any in-house guest. Follows Front Desk shift checklist. Possesses complete knowledge of the hotel Property Management System, printing and monitoring scheduled arrivals. Runs high balance and credit card report to monitor issues and secure authorization. Takes requests for wake up calls and enters each accordingly. Keeps records of occupied and vacant rooms, guest accounts, and processes payments. Confers with staff members to assist guests as needed and follows through until completion. Achieves the property's monthly goal for guest satisfaction scores. Answers inquiries pertaining to hotel services and area attractions. Handles complaints efficiently and courteously, listening carefully to the guest's problem, taking immediate personal responsibility, if possible, to find a resolution, or involve the appropriate personnel who can enact a solution to the issue. Observes proper key control and guest privacy protocol. Coordinates with Housekeeping on room statuses frequently throughout the day. Actively follows the status of scheduled groups and function calendar. Stays knowledgeable of fire panel functions and location of water shut off. Notifies Maintenance of any reported room issues. Possesses and maintains thorough knowledge of hotel services, facilities, policies, room rates, and area attractions. Knows how to operate PMS, and other front office equipment. Obtains and verifies all documentation for tax exempt status and corresponding binder which may be audited. Provides detailed shift report. Makes sure the TVs are on designated stations and at appropriate volume levels. Fronts the sundry shop during any down time. Monitors and requests reorder of supplies for the Front Desk and Back Office. Delivers items to guestrooms as requested. Performs any other tasks requested during the overnight shift. Follows all

OSHA/HAZCOM

procedure. Wears appropriate brand required uniform and name tag during all scheduled shifts. Required Skills/Abilities Detail oriented and thorough Excellent written and verbal communication skills Active listening Service Oriented Coordination Education and Experience High school diploma or equivalent Three months of related experience Physical Requirements Prolonged periods standing and working at a computer screen Must be able to lift and carry up to 25 pounds at a time Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Source:

Hospitality Online