Hotel Front Desk Associate

Sree Hotels•Charlotte, NC

6d•$15 - $17

About The Position

The Front Desk Associate serves as the hotel’s first point of contact and manages guest accommodation-related needs. The role is vital to creating an exceptional guest experience and requires excellent customer service, attention to detail, and a positive, cheerful personality. Associates provide information about the local area, respond to guest needs, and work to exceed guest expectations. The position is full-time and requires flexibility to work any shift, with weekday and weekend availability. Employees work primarily indoors and must be able to work the hours and days needed to meet business requirements.

Requirements

At least 1 year of experience working as a hotel front desk agent.
Competent computer skills, including knowledge of Microsoft Word and Excel.
Organizational skills and attention to detail.
Friendly, customer-service-oriented approach.
Good interpersonal and problem-solving skills.
Ability to work weekends.
Fluency in English, including the ability to speak, hear, read, and write.
Ability to use a computer and standard office equipment, count currency, perform basic arithmetic, speak with customers by phone, and maintain a calm demeanor when handling customer issues.
Ability to walk frequently and stand for the entire shift.
Ability to work any hours and days of the week necessary to meet business requirements.

Nice To Haves

Experience using a hotel reservation system such as Lightspeed, FOSSE, or PEP.

Responsibilities

Welcome guests and complete check-in according to brand and company standards, including verifying guest information and identity, confirming room rate and type, assigning rooms, coding electronic keys, acknowledging loyalty status, promoting marketing programs, and providing welcome and room-location information.
Welcome guests and complete check-out according to brand and company standards, including reviewing room rates and charges, confirming or updating payment methods, processing payments, and printing or emailing folios.
Update guest profiles with documented preferences to support future stays.
Maintain thorough knowledge of hotel information, including room categories, rates, packages, promotions, local-area information, and other products, and answer guest questions.
Use up-selling techniques to promote hotel services, facilities, and loyalty-program benefits.
Answer phones promptly using professional etiquette and offer assistance.
Respond to guest inquiries and requests promptly, in a friendly and efficient manner.
Listen attentively to guest complaints, apologize and empathize, take prompt action to resolve issues, and escalate them to a manager when necessary.
Complete designated start- and end-of-shift tasks and reports.
Explain payment methods to customers and verify their credit card data.