FRONT DESK ASSOCIATE
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, payments, guest questions and requests, and front-office administrative tasks. When scheduled, the associate acts as the Manager on Duty. The position may also support other hotel operations, including guest room tours, breakfast setup, lobby cleaning, meeting room setup, document scanning, and report preparation. Associates are expected to follow hotel and brand procedures, protect guest and employee safety and security, maintain public areas, and coordinate with other departments to support teamwork and quality service.
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 to work weekends and/or holidays and all shifts.
- Availability for 2 p.m.–10 p.m. and 10 p.m.–6 a.m. shifts.
- Excellent communication and customer service skills.
- Pleasant personality.
- Good team player.
- Good listener.
- Well-groomed, professional appearance.
- Open with praise and discreet with criticism.
Nice To Haves
- Bilingual English/Spanish ability.
Responsibilities
- Provide prompt, friendly, courteous, and professional guest service.
- Check hotel guests in and out in a timely and professional manner.
- Act as the 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 front-office equipment, including the credit card machine, copier, and fax.
- Complete all required brand training and learn the brand requirements for the position through the Brand Portal.
- 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, 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.
- Maintain complete knowledge of room types and offered rate plans.
- Understand and follow the hotel's franchise policy on guaranteed reservations and no-shows.
- Process reservation cancellations and modifications.
- Promote goodwill by being courteous, friendly, and helpful to 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
Career Level
Entry Level
Education Level
High school or GED
