FRONT DESK ASSOCIATE-HOTEL HOSPITALITY
About The Position
The Front Desk Associate provides prompt, friendly, courteous, and professional service to hotel guests. The role handles guest check-in and check-out, reservations, room assignments and keys, hotel and local-area information, payments, guest requests and complaints, and service recovery. The associate may serve as Manager on Duty when scheduled and must be able to work any shift, including weekends and/or holidays. The position also involves administrative tasks, use of the Property Management System and front-office equipment, completion of required brand training, and coordination with other hotel departments. Additional duties may include guest room tours, breakfast setup, cleaning the lobby, setting up meeting rooms, scanning documents, and preparing reports. Performance evaluations are based on contributions of measurable value to hotel metrics and goals.
Requirements
- High school diploma or equivalent.
- Fluent English-speaking ability.
- 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 any shift, including weekends and/or holidays.
- Excellent communication and customer-service skills.
- Pleasant personality and ability to work well as part of a team.
- Good listening skills.
- Well-groomed, 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.
- Perform guest check-in and check-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 and complete required brand training and portal learning.
- Maintain a good understanding of hotel operating procedures.
- Process cash and credit-card transactions accurately according to established procedures.
- Perform administrative tasks such as data entry, reporting, document scanning, and report preparation.
- Respond appropriately to guest complaints and requests and take service-recovery actions to support 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.
- Maintain knowledge of room types, rate plans, and the 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.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
