Hotel Front Desk Associate

SREE Hotels•Cincinnati, OH

1d•$14 - $15

About The Position

The Courtyard by Marriott in Downtown Cincinnati is hiring a part-time Front Desk Associate to serve as guests’ first point of contact and manage all aspects of their accommodation. The position works 3 p.m. to 11 p.m., and weekday and weekend availability is required. The Front Desk Associate helps ensure an exceptional and memorable guest experience. As a representative of the hotel, the associate is expected to provide excellent customer service, demonstrate attention to detail, and maintain a positive, cheerful demeanor. The role includes assisting guests with information about the local area and responding to their needs throughout their stay. Employees work primarily indoors. The job requires using a computer and standard office equipment, counting currency, performing basic arithmetic, speaking with customers by phone, and maintaining a calm demeanor when addressing customer issues. Employees must walk frequently and stand for their entire shift. English fluency and the ability to speak, hear, read, and write are required. The employee 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.
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.
Availability to work weekends.
Fluency in English and 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 remain calm when handling customer issues.
Ability to walk frequently and stand for the entire shift.
Ability to work the hours and days necessary to meet business requirements.

Nice To Haves

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

Responsibilities

Welcome guests at check-in and complete registration according to brand and company standards, including entering and retrieving information, confirming guest identity and details, explaining room rates and types, assigning rooms, coding electronic keys, acknowledging loyalty status, promoting marketing programs, and providing arrival information.
Welcome guests at check-out and complete the process according to brand and company standards, including reviewing room rates and charges, confirming and processing payment, and printing or emailing the folio.
Update guest profiles with preferences to support future stays.
Maintain thorough knowledge of hotel information, including room categories, rates, packages, promotions, the local area, and other products, and answer guest questions.
Use up-selling techniques to promote hotel services, facilities, and loyalty program benefits.
Answer phone calls promptly using a polite, professional greeting and offer assistance.
Respond to guest inquiries and requests promptly, efficiently, and in a friendly manner.
Listen actively to guest complaints, apologize and empathize, take prompt action to resolve issues, and escalate to a manager when necessary.
Complete designated start- and end-of-shift tasks and reports.
Explain payment methods to customers and verify credit card information.