Job Summary

The Front Desk Associate serves as the first point of contact for guests, providing outstanding service to ensure a positive experience from check-in to check-out. Responsibilities include welcoming guests, managing reservations, handling inquiries, and resolving issues promptly. The ideal candidate will have excellent communication skills, a professional demeanor, and a commitment to creating a welcoming atmosphere for all guests.

Key Responsibilities

Guest Services

• Greet guests upon arrival and assist with check-in and check-out processes.

• Provide information about hotel amenities, services, and local attractions.

• Address guest concerns or complaints with professionalism and escalate as necessary.

Reservations and Communication

• Manage room reservations, cancellations, and modifications efficiently.

• Answer phone calls and respond to emails promptly and courteously.

• Coordinate with other departments to fulfill guest requests (e.g., housekeeping, maintenance).

Payment and Record-Keeping

• Process guest payments accurately, including cash, credit cards, and other forms of payment.

• Maintain accurate records of guest accounts and reservations in the property management system.

• Prepare and reconcile daily financial reports as required.

Security and Safety

• Monitor access to the building and ensure only authorized individuals enter guest areas.

• Follow hotel policies and procedures for safety and emergency situations.

• Report any suspicious activities or safety concerns to management immediately.

Qualifications

Education

• High School Diploma or equivalent required.

• Additional training in hospitality or customer service is a plus.

Experience

• Previous experience in a front desk, customer service, or hospitality role preferred.

• Familiarity with hotel management systems is a bonus.

Skills

• Excellent interpersonal and communication skills, both verbal and written.

• Strong organizational and multitasking abilities in a fast-paced environment.

• Proficiency in basic computer applications (e.g., Microsoft Office, email systems).

• Ability to maintain a friendly and professional demeanor under pressure.

ADA Requirements

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to stand, walk, and use hands to handle or operate equipment.

• May occasionally lift or move items up to 25 pounds.