Overnight Front Desk Associate

Uniland Development Company•Buffalo, NY

9d•Onsite

About The Position

The Overnight Front Desk Associate provides prompt and courteous service by checking guests in and out of the hotel, answering guest questions and resolving guest challenges throughout their stay. The Front Desk Associate also promotes hotel services and amenities, provides upgrades as required, and upsells products to the guests. An overnight work schedule is required for this position.

Requirements

Ability to arrive to work on time when scheduled
Strong customer service orientation and ability to communicate with empathy, defuse emotions, problem solve, and make sound decisions to resolve issues
Organization and time management, ability to consistently manage workload as assigned
Ability to read, write, listen, and communicate and effectively in English
Ability to use a calculator to prepare moderately complex mathematical calculations without error
Ability to access and accurately input information using a computer system
Ability to operate in a 7-day per week, 24-hour per day business setting
Constant standing and walking
Constant near and far vision
Constant speaking and listening required
Constant reaching and grasping with hands and arms
Occasional sitting, stooping, kneeling, crouching, crawling, climbing stairs, and/or lifting up to 20 lbs

Nice To Haves

High School Degree or equivalent preferred
1-2 years of prior guest service and/or hospitality experience preferred

Responsibilities

Input and retrieve information from computer system to confirm pertinent information, including number of guests and room rate
Make appropriate selection of rooms based on guest needs
Activate and provide electronic room keys
Ensure smooth arrival experience for guest including explaining the location of their room and acknowledging brand-specific reward program, and answering any other guest-specific questions about hotel amenities
Promptly answer phone calls and emails, transfer inquiries to applicable party including hotel employees and guests, and document correspondence in the appropriate software system
Retrieve mail, packages, or other special items for guests as requested
Ensure rooms and all services provided are correctly accounted for within guest statement
Assist guests with check out payments or charges
Completes daily reporting and recordkeeping.
Ensuring front-desk area is clean and well organized at all times including emptying trash cans, organizing and restocking supplies such as hotel key cards, envelopes, printer paper, water, gift shop merchandise, etc.
Ensuring beverage area is stocked, clean, and organized at all times
Supporting other departments during down-time including tasks such as folding towels, changing light bulbs, sweeping and mopping
Greet guests immediately in a friendly and sincere manner, always communicating using a positive and clear speaking voice
Actively listen to understand guest questions and requests, and complaints such as price conflicts, insufficient heating or air conditioning, and respond with appropriate actions
Promote and administer hotel marketing programs for arriving guest
Summons bell services team members to escort guests to/from their rooms as appropriate
Operates various office machines
Attempts to communicate with guest in guest’s native language, if applicable
Support valet department as needed
Report maintenance deficiencies, safety hazards, accidents, or injuries
Follow Personal Protective Equipment (PPE) requirements, and report any defective, damaged or lost PPE including equipment that does not fit properly to management
Follow all safety procedures and be able to recognize and act in emergency situations
Ensure uniform and personal appearance are clean and professional
Maintain a hospitable service atmosphere at all times