Hotel Front Desk Associate

San Manuel Band of Mission Indians•Highland, CA

About The Position

Under the direction of the Supervisor, Front Desk, the Front Desk Associate is responsible for administering Front Desk operations in the Hotel's continuing effort to deliver Best in Class customer service. Assists with guest inquiries, requests and needs, prior to, during, and after their stay. Works closely with all Hotel departments to coordinate seamless delivery of guest services. This highly visible position is responsible for creating unique memories, building rapport, and maintaining professional relationships with guests to enhance their overall experience, all while following and meeting the Forbes Travel Five Star guidelines. Essential Duties & Responsibilities 1. Provides highest level of service experience to guests during all interactions and actively aspiring to reach Department and enterprise defined goals and objectives. Welcomes guests with friendly and sincere demeanor while meeting Forbes Travel Guidelines (i.e. guest’s registrations are completed within five minutes, conversations are seamless, calm, and clear, avoiding slangs and phrase fragments), Assists with all guest’s reservations, as well as folios and billing questions. Addresses guest’s concerns and resolves issues with expedited follow-up. Goes above and beyond to recover any service opportunities and exceed guest expectations. 2.Communicates and collaborates with all department leaders and hourly team members to ensure guest experience is personalized and executed seamlessly. Maintains proper record keeping for guest accounts; remaining knowledgeable and current on all Hotel offerings and local surroundings to provide most appropriate and applicable suggestions to guests. Handles all guest interactions with highest level of hospitality and professionalism, and accommodating special requests whenever possible and with sense of urgency. Reports all maintenance issues pertaining to facilities via internal systems and reports all guest requests to Supervisor or Manager on Duty as needed. Follows-up to ensure requests have been completed in a timely manner 3. Reports all maintenance issues pertaining to facilities via internal systems and reports all guest requests to Supervisor or Manager on Duty as needed. Follows-up to ensure requests have been completed in a timely manner. 4. Safeguards confidential nature of guest, Department, and enterprise data; adheres to all health and safety policies and procedures set by enterprise. Contributes to environment which motivates employees to collaborate, learn, perform, and develop their skills. Completes regular customer service and safety training to keep certifications current as needed. 5. Performs other duties as assigned to support efficient operation of Department.

Requirements

High School Diploma or GED required.
Minimum of three (3) years of customer service experience required.
Must have strong multi-tasking skills.
Effective English written and verbal communication.
Ability to identify and prioritize issues.
Excellent organizational skills.
Intermediate computer skills required.
Must be reliable, pleasant, and maintain a positive attitude.
Must be able to provide great service in sometimes difficult situations and the ability to remain calm under stressful conditions.
Must have schedule flexibility including evenings, weekends, holiday shifts and overtime when needed.

Nice To Haves

Hotel or administrative customer service experience preferred.
Upscale hotel experience preferred.

Responsibilities

Provides highest level of service experience to guests during all interactions and actively aspiring to reach Department and enterprise defined goals and objectives.
Welcomes guests with friendly and sincere demeanor while meeting Forbes Travel Guidelines (i.e. guest’s registrations are completed within five minutes, conversations are seamless, calm, and clear, avoiding slangs and phrase fragments), Assists with all guest’s reservations, as well as folios and billing questions.
Addresses guest’s concerns and resolves issues with expedited follow-up.
Goes above and beyond to recover any service opportunities and exceed guest expectations.
Communicates and collaborates with all department leaders and hourly team members to ensure guest experience is personalized and executed seamlessly.
Maintains proper record keeping for guest accounts; remaining knowledgeable and current on all Hotel offerings and local surroundings to provide most appropriate and applicable suggestions to guests.
Handles all guest interactions with highest level of hospitality and professionalism, and accommodating special requests whenever possible and with sense of urgency.
Reports all maintenance issues pertaining to facilities via internal systems and reports all guest requests to Supervisor or Manager on Duty as needed.
Follows-up to ensure requests have been completed in a timely manner
Safeguards confidential nature of guest, Department, and enterprise data; adheres to all health and safety policies and procedures set by enterprise.
Contributes to environment which motivates employees to collaborate, learn, perform, and develop their skills.
Completes regular customer service and safety training to keep certifications current as needed.
Performs other duties as assigned to support efficient operation of Department.