FRONT DESK ASSOCIATE

Fine Hospitality Group LLC•Des Plaines, IL

9h•Onsite

About The Position

The Front Desk Associate is responsible for providing prompt, friendly, courteous, and professional guest service. This includes performing check-in and check-out procedures for hotel guests in a timely and professional manner, and acting as the Manager on Duty (MOD) when scheduled. Key duties involve registering guests, issuing room keys, providing information on hotel services and the local area, and handling reservations. The role requires proficiency with the Property Management System and other front office equipment, as well as a thorough understanding of hotel operating procedures and brand requirements. The associate will also process cash and credit card transactions, handle administrative tasks like data entry and reporting, and respond to guest complaints to ensure satisfaction. Additional responsibilities include maintaining the appearance of the lobby and public areas, ensuring guest and employee safety and security, and promoting teamwork and quality service across departments. The ideal candidate will possess excellent communication and customer service skills, a pleasant personality, and a professional appearance.

Requirements

High school diploma or equivalent
Ability to speak fluent English
Strong computer and typing skills, tech-savvy
Ability to stand for long periods of time behind the desk and front office areas
Ability to carry or lift items weighing up to 50 pounds.
Ability to handle objects, products, and computer equipment
Willingness to work weekends, and/or holidays and all shifts.

Nice To Haves

Bilingual (English/Spanish)
Excellent communication and customer service skills
Pleasant personality
Good team player
Good listener
Well-groomed and professional appearance
Open with praise and discrete with criticism

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, log on to Brand Portal, know and learn the brand requirements needed for their position.
Have a good understanding of all 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.