Front Desk Associate - Falmouth Tides

NFM & J LP•Falmouth, MA

3d•$0 - $25

About The Position

The Front Desk Associate supervises daily Guest Services operations and helps ensure a safe environment, quality service, guest satisfaction, and financial success. The role plans and manages the hotel’s rooms and related operations, contributes to short- and long-term planning, recommends budgets, and manages expenses within approved constraints. Areas of responsibility include Guest Service Agents, Bell Staff, Night Auditors, and PBX Operations. The position also participates in total hotel management as a member of senior leadership. The role oversees front office staff and ensures hotel and front office policies are followed. It represents the hotel as Manager on Duty during scheduled shifts when senior leadership is absent. The Front Desk Associate supports staff training, coordinates guest services and transportation, handles reservations and front desk transactions, responds to guest concerns, and helps maintain accurate hotel records and effective department communications. The position requires advanced hospitality knowledge, experience managing people and complex problems, sound judgment, customer-service and sales abilities, and proficiency with front office systems. Physical duties include prolonged standing and walking, repetitive computer use, occasional paperwork while seated, pushing or pulling a cart, and lifting or moving objects up to 20 pounds.

Requirements

Requires 3–5 years of experience in a hotel Front Office position.
Must have a high school graduate level of mathematical aptitude.
Must know standard cash-handling procedures and have knowledge of Opera systems.
Must have experience dealing directly with the public and general knowledge of basic customer-service skills.
Must be fluent in written and spoken English, with excellent writing skills.
Must be able to read written communications and a monochrome computer screen.
Must have hand and finger dexterity to operate computer, calculator, and telephone keyboards and handle cash and paperwork.
Must have excellent in-person and telephone communication skills, computer skills, and verbal and written skills.
Must be able to act as a sales representative and work as a team leader and innovator.
Must be skilled in Front Office operations systems and computer-savvy.
Requires advanced knowledge of hospitality-industry principles and practices, including experiential knowledge of managing people and complex problems.
Must be able to study, analyze, and interpret complex activities or information to improve practices or develop new approaches.
Must be able to make decisions when only general policies and procedures are available for guidance.
Must possess communication skills to negotiate, convince, sell, and influence professionals and hotel guests.
Must be able to continuously stand for extended periods and stand and walk continuously for 4–5 hours at a time.
Must be able to use hands, fingers, and forearms repetitively to operate a computer.
Must be able to occasionally sit to complete paperwork, push or pull a cart as needed, and lift or move objects up to 20 pounds.
Must be able to perform repetitive standing, walking, bending, kneeling, and stair climbing and descending.

Nice To Haves

Previous supervisory experience, preferably in a service or hospitality business.
Training experience is strongly preferred.
1–2 years of previous experience as a front office supervisor or in a lead role is preferred.
PEP experience is preferred but not required.
Hilton Operations experience is a plus but not required.

Responsibilities

Assist with developing and conducting training for front office personnel on operations, guest service, and service standards.
Communicate guest and employee concerns and challenges to the Director of Operations.
Coordinate guest service, including group arrivals and departures and guest transportation.
Ensure front desk staff accurately calculate and post payments, receipts, guest accounts, and other credit transactions using established cash-handling procedures.
Answer inquiries and accept reservations in person and by telephone, accurately communicate rates and hotel information, and use suggestive selling to increase room sales, occupancy, and revenue.
Complete check-in procedures for arriving guests using manual and computerized methods.
Facilitate guest check-outs, close guest accounts, and prepare rooms for resale according to established procedures.
Coordinate and supervise valet, taxi, and Airport Connection services to support quality guest service.
Provide information and recommendations about area restaurants, theaters, community events, and activities.
Maintain awareness of in-house and local events to respond knowledgeably to guest questions and concerns.
Handle reservation requests as needed and maximize revenue during phone and desk transactions.
Operate PBX equipment, including handling incoming and outgoing calls, scheduling wake-up calls, and paging guests.
Control front desk cash transactions and maintain personal bank responsibility according to hotel policy.
Follow up on guest complaints and problems promptly and professionally.
Implement emergency training and procedures to protect guests, staff, and company assets.
Maintain a friendly, cheerful, and courteous demeanor.
Perform other duties as assigned, requested, or deemed necessary by management.
Directly supervise desk clerks, night auditors, bell staff, and PBX operators; interview and train employees, assign and direct work, appraise performance, reward and discipline employees, address complaints, and resolve problems.
Oversee day-to-day Front Office operations and ensure established front office and hotel policies are followed.
Represent the hotel as Manager on Duty during scheduled shifts in the absence of senior leadership.
Maintain professional business attire or uniform, grooming, name tag, and a friendly and personable manner.
Maintain department and front desk log books and other communication sources.
Process guest mail, messages, and faxes by receiving, sorting, notifying, and distributing them to guests.