FRONT DESK ASSOCIATE

Front Desk Agent - Job Description Reporting Structure Reports to: Front Office Manager and General Manager Requirements High school diploma or equivalent required. Ability to speak and communicate fluently in English. Ability to stand for extended periods of time behind the front desk and in front office areas. Ability to lift and carry items weighing up to 50 pounds . Comfortable handling various objects, hotel products, and computer equipment. Must be flexible and willing to work weekends, holidays, and varying shifts as needed. General Responsibilities Provide prompt, friendly, courteous, and professional guest service at all times. Perform guest check-in and check-out procedures efficiently and professionally. Serve as Manager on Duty (MOD) when scheduled. Specific Responsibilities Register arriving guests, issue room keys, and provide information regarding hotel services, room locations, and local attractions . Answer telephone calls in a prompt, courteous, and professional manner . Promote and upsell room types and hotel services when possible to maximize hotel revenue. Maintain proficiency in the Property Management System (PMS) . Complete all required brand training and maintain familiarity with brand standards and requirements through the Brand Portal. Maintain a strong understanding of hotel operating procedures and policies . Accurately process cash, credit card transactions, and other forms of payment according to established procedures. Perform administrative tasks such as data entry, reporting, document scanning, and record maintenance . Address guest complaints and requests professionally and take appropriate service recovery actions to ensure guest satisfaction. Assist with additional duties as assigned, including: Guest room tours Special guest request Lobby cleaning and organization Preparing reports and documentation Record and document all relevant events and incidents in the communication log . Ensure the lobby and public areas , including the breakfast area, are clean, organized, and presentable. Follow procedures that protect the safety, security, and privacy of guests and employees . Operate all front desk equipment efficiently, including credit card machines, copiers, and fax machines . Maintain complete knowledge of room types, rate plans, and hotel offerings . Understand and follow the hotel's franchise policies regarding guaranteed reservations and no-shows . Process reservation modifications and cancellations accurately. Promote a positive environment by being courteous, friendly, and helpful to guests, managers, and colleagues. Encourage teamwork and quality service through clear communication and coordination with other departments. Maintain schedule flexibility and be willing to work any assigned shift. Preferred Attributes Strong communication and interpersonal skills Friendly and approachable personality Ability to work well as part of a team-oriented environment Attentive and active listener Professional appearance and grooming Ability to give praise openly and provide feedback constructively