Front Desk Associate

Job Description

Job Description

Front Desk Agent

Front Desk Agent is responsible for checking in guests efficiently to Forbes standards. This position requires delivering a level of service marked by a sincere focus on each guest, consistent attention to detail, and a commitment to excellence.

Candidates should have flexible availability to cover night audit shifts. This role also involves assisting in all aspects of the Front Office, including but not limited to bell services, reservation assistance, telephone services, guest experience responsibilities, ensure guest satisfaction and maximize hotel profitability.

Fluid communication with other departments and superior service are required to ensure smooth operations and positive guest experiences.

Responsibilities

• Greet every guest promptly with a smile and maintain eye contact.
• Establish and maintain good communication and teamwork with colleagues and other departments within the hotel.
• Handle all guest interactions, in person and over the phone, with the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolving customer complaints, and assisting with inquiries about hotel services, hours of operations, events, and directions.
• Check guests in, ensuring they are assigned the type of room requested and the correct rate is charged.
• Arrange for luggage delivery to guest rooms as needed.
• Issue correct keys to the guest.
• Check guests out at the end of their stay, ascertain guest satisfaction, collect keys, post late charges, and present bills.
• Settle guest bills accurately.
• Maintain a balanced bank assigned by the hotel and handle transactions such as making change, cashing checks, and exchanging foreign currency.
• Reconcile all transactions at the close of each shift.
• Create a friendly, comfortable, and helpful atmosphere for guests that demonstrates the highest standards of gracious hospitality.
• Accept reservations, changes, and cancellations in the absence of Reservations Department staff.
• Handle guest inquiries promptly and courteously or refer them to the appropriate department.
• Understand all aspects of the Front Office in the hotel’s Property Management System.
• Possess knowledge of all hotel services, facilities, outlet operating hours, and amenities.
• Understand all fire/safety procedures and provide necessary assistance to guests and employees in emergencies.
• Participate in departmental meetings and other relevant meetings as requested.
• Adhere to all operational standards, policies, procedures, manuals, memos, and verbal instructions.
• Be familiar with all safety and emergency procedures, including OSHA requirements.

Reporting Relationships

• Reports directly to: Hotel Manager, Front Office Manager, Assistant Front Office Managers, and Night Operations Manager

Required Experience

• High school diploma or GED required.
• One (1) year of hotel or related experience is preferred.
• Excellent reading, writing, and oral proficiency in the English language.
• Exceptional organizational skills, attention to detail, and multitasking ability.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills, including anticipating and addressing issues.
• Ability to maintain confidentiality.
• Flexible work schedule, including evenings, weekends, and night shifts when needed.
• Capacity to handle a large volume of guest interactions efficiently and courteously.
• Proficient in Microsoft Office, Internet, and hotel programs (e.g., Property Management System).
• Ability to work well under pressure and as part of a team.