FRONT DESK ASSOCIATE- Full Time Position
About The Position
The Front Desk Associate provides courteous, professional service to hotel guests and performs front office operations, including guest check-in and check-out, reservation changes, payment processing, and sharing information about hotel services and the local area. The associate may serve as Manager on Duty when scheduled and is expected to understand hotel operating procedures, room types, rate plans, and the franchise policy for guaranteed reservations and no-shows. The role also includes administrative and operational support, such as data entry, reporting, documenting events and incidents, maintaining public areas, and assisting with guest requests and service recovery. The associate completes required brand training, uses the hotel’s property management system and front office equipment, and coordinates with other departments to promote teamwork and quality service. This is a full-time position and may require working weekends, holidays, and any shift.
Requirements
- High school diploma or equivalent.
- Ability to speak fluent English.
- Strong computer and typing skills; tech-savvy.
- Ability to stand for long periods behind the desk and in front office areas.
- Ability to carry or lift items weighing up to 50 pounds.
- Ability to handle objects, products, and computer equipment.
- Willingness and ability to work weekends and/or holidays and any shift.
- Excellent communication and customer service skills.
- Pleasant personality and ability to work well in a team.
- Good listening skills.
- Well-groomed and professional appearance.
Nice To Haves
- Bilingual English/Spanish ability.
- Open with praise and discreet with criticism.
Responsibilities
- Provide prompt, friendly, courteous, and professional guest service.
- Check hotel guests in and out in a timely and professional manner.
- Act as Manager on Duty when scheduled.
- Register guests, issue room keys, and provide information about hotel services, the local area, and room locations.
- Answer phones promptly and courteously.
- Upsell rooms where possible to maximize hotel revenue.
- Use the Property Management System proficiently and complete all required brand training.
- Learn and follow brand requirements and hotel operating procedures.
- Process cash and credit card transactions accurately according to established procedures.
- Perform administrative duties such as data entry, reporting, document scanning, and preparing reports.
- Respond appropriately to guest complaints and requests, taking suitable service recovery actions to ensure guest satisfaction.
- Perform other assigned duties, including guest room tours, special guest requests, breakfast setup, lobby cleaning, and meeting room setup.
- Read and document events and incidents in the communication log.
- Maintain the appearance of the lobby and public areas, including the breakfast area.
- Follow processes that protect the identity, safety, and security of guests and employees.
- Use front office equipment, including the credit card machine, copier, and fax.
- Know room types and offered rate plans, and understand the hotel’s franchise policy on guaranteed reservations and no-shows.
- Process reservation cancellations and modifications.
- Promote goodwill through courteous, friendly, and helpful interactions with guests, managers, and associates.
- Promote teamwork and quality service through daily communication and coordination with other departments.
- Work weekends and/or holidays, multiple shifts, and any shift as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
