FRONT DESK ASSOCIATE

Fine Hospitality Group LLC•Springfield, IL

86d•Onsite

About The Position

The Front Desk Associate is responsible for providing prompt, friendly, courteous, and professional guest service. This role involves managing guest check-ins and check-outs, acting as the Manager on Duty (MOD) when scheduled, and handling various administrative and operational tasks to ensure guest satisfaction and hotel revenue maximization.

Requirements

High school diploma or equivalent
Ability to speak fluent English
Strong computer and typing skills, tech-savvy
Stand for long periods of time behind the desk and front office areas
Carrying or lifting items weighing up to 50 pounds.
Handling objects, products, and computer equipment
Willing to work weekends, and/or holidays. ( Schedule is 4:00pm to 12:00am) 5 Nights per week

Nice To Haves

Bilingual (English/Spanish) preferred

Responsibilities

Provide prompt, friendly, courteous, and professional guest service.
Perform check-in / check-out of hotel guests in a timely and professional manner.
Act as the Manager on Duty (MOD) when scheduled.
Register guests, issue room keys, provide information on hotel services, local area and room location.
Answer phones in a prompt and courteous manner.
Upsell rooms where possible to maximize hotel revenue.
Be proficient on the use of the Property Management System.
Complete all brand trainings for their discipline.
Have a good understanding of all of hotel operating procedures.
Accurately process all cash and credit card transactions in accordance with the established procedures.
Perform administrative responsibilities such as data entry, reporting etc.
Respond appropriately to guest complaints and guest requests and make appropriate service recovery actions to ensure total guest satisfaction.
Perform other duties as assigned including guest room tours, special guest requests, breakfast set up, cleaning lobby area, setting up meeting room, data entry, document scanning, and preparing reports.
Read and document all events, incidents in the communication log.
Ensure the proper appearance of the lobby and all public areas, including the breakfast area.
Ensure processes are followed to protect the identity, safety and security of the guests and fellow employees.
Be proficient on the use of all front office equipment such as credit card machine, copier, and fax.
Be willing and able to work any shift.
Have complete knowledge of room types and offered rate plans.
Fully understand the hotel’s franchise policy on guaranteed reservations and no- shows.
Process cancellations and modifications to reservations.
Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.
Promote teamwork and quality service through daily communications and coordination with other departments.