Front Desk Associate

Hospitality Group•Charlottesville, VA

25d

About The Position

The Front Desk Associate assists guests efficiently, courteously, and professionally with front desk functions while maintaining the company’s high standards of service and hospitality. The role provides high-quality customer service, greets and registers guests, assigns rooms, accommodates special requests, supports pre-registration and registration blocking, handles reservations and cancellations, and processes guest check-ins and checkouts. The associate balances shift transactions, follows cash-handling policies, communicates special requests and late checkouts to Housekeeping, handles guest mail and messages, answers questions about hotel services and local information, and processes room and other charges and guest payments using a property management system. The associate also keeps the front desk clean and free of safety hazards, maintains knowledge of hotel facilities, services, rates, discounts, policies, loyalty programs and promotions, uses proper telephone etiquette, and learns emergency procedures. Other duties may be assigned by the supervisor.

Requirements

High school diploma or equivalent.
Exceptional oral and written communication skills.
Computer proficiency.
Dependability.
Sincere desire to exceed guest expectations.
Ability to work weekends and holidays.
Strong attention to detail, recall, and follow-up; ability to multitask while maintaining a positive demeanor.

Responsibilities

Provide courteous, professional service to guests and work to exceed guest expectations.
Greet and register guests, assign rooms, accommodate special requests, and assist with pre-registration and blocking registrations.
Take reservations and follow reservation and cancellation procedures.
Handle guest check-ins and checkouts efficiently and professionally.
Balance cash, checks, and miscellaneous departments at the end of each shift and follow company cash-handling procedures.
Inform Housekeeping of special requests, late checkouts, and special-needs areas.
Receive and transmit guest mail, telephone messages, and written messages.
Answer guest inquiries about hotel services, shopping, dining, entertainment, and travel directions.
Post room, food and beverage, and phone charges; compute guest bills; collect payments; and make change using the property management system and required cash-handling procedures.
Keep the Front Desk area neat, clean, and free of safety hazards.
Maintain knowledge of hotel property, staff, services and operating hours, room locations and types, room-selling strategies, rates and discounts, and credit and check-cashing policies.
Stay knowledgeable about brand loyalty programs, benefits, and current promotions.
Use proper telephone etiquette and develop a thorough knowledge of emergency procedures.
Perform other duties as assigned by the supervisor.