Front Desk Associate

Uniland Development Company•Buffalo, NY

2d•Onsite

About The Position

The Front Desk Agent provides prompt, courteous, and professional guest service by efficiently checking guests in and out of the hotel, answering questions, and resolving guest concerns throughout their stay. This role supports an excellent arrival and departure experience, promotes hotel services and amenities, and ensures accurate guest account handling, documentation, and communication through approved systems.

Requirements

High school diploma or equivalent preferred.
1–2 years of guest service and/or hospitality experience preferred.
Valid driver’s license with a clean driving record preferred.
Strong customer service orientation; ability to communicate with empathy, defuse emotions, problem-solve, and make sound decisions to resolve guest concerns.
Strong verbal and written communication skills; ability to read, write, listen, and communicate effectively in English.
Ability to consistently arrive to work on time when scheduled.
Strong organization and time-management skills; ability to manage multiple tasks in a fast-paced environment.
Ability to access and accurately input and retrieve information using computer-based systems.
Ability to perform moderately complex mathematical calculations accurately (including use of a calculator).
Ability to follow established procedures for handling guest payments and account information.
Ability to work in a 7-day per week, 24-hour per day business environment, including nights, weekends, and holidays as scheduled.

Responsibilities

Provide friendly, professional guest service at all times, including greeting guests immediately with a positive and clear speaking voice.
Check guests in and out efficiently, ensuring an accurate, smooth arrival and departure experience.
Input and retrieve information from hotel computer systems to confirm guest details, including number of guests, rate, dates, and payment method.
Assign rooms based on guest needs and hotel availability; activate and issue electronic room keys.
Explain hotel amenities, services, and applicable rewards/loyalty program information during check-in and throughout the stay.
Respond promptly to guest requests, questions, and concerns; actively listen, problem-solve, and take appropriate action to resolve issues (including service recovery when needed).
Answer and route incoming phone calls and respond to emails in a timely manner; document correspondence and key guest notes in the appropriate system.
Ensure rooms, taxes, incidentals, and all services are accurately posted to guest accounts; review folios for accuracy and address discrepancies.
Process check-out payments and charges accurately and in accordance with hotel procedures.
Complete required daily reporting, shift documentation, and recordkeeping as assigned.
Maintain a clean, organized, and guest-ready front desk area, including restocking key cards, envelopes, printer paper, and other operational supplies.
Ensure the lobby beverage/refreshment area (if applicable) is stocked, clean, and organized.
Coordinate with other departments (housekeeping, maintenance, valet, etc.) to support guest needs and operational flow, especially during peak arrival/departure periods.
Report maintenance deficiencies, safety hazards, accidents, or injuries promptly to management.
Support other departments during downtime as assigned (e.g., folding towels, light cleaning, sweeping/mopping, changing light bulbs).
Attempt to communicate with guests in the guest’s native language when possible and appropriate.
Support valet operations as needed.
Follow all safety procedures and be able to recognize and respond appropriately in emergency situations.
Follow Personal Protective Equipment (PPE) requirements and report defective, damaged, or missing PPE to management.
Maintain clean, professional uniform and personal appearance and contribute to a hospitable service atmosphere.
Perform other duties as assigned.