Front Desk Associate

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THE IMPACT OF THIS ROLE 

Front Desk Associate is responsible for check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors.

KEY RESPONSIBILITIES:

• Greet guests and warmly welcome them upon arrival, ensuring a positive first impression.
• Assist guests with check-in and check-out procedures, including processing payments, issuing room keys, and providing necessary information about hotel amenities and policies.
• Answer phone calls within 3 rings and respond to guest inquiries and requests, providing accurate and helpful information.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Handle complaints and concerns promptly and professionally, finding the best possible resolution to ensure guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:

• All hotel features/services, hours of operation.
• All room types, numbers, layout, decor, appointments and location.
• All room rates, special packages and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Scheduled daily group activities / VIP’s.
• LQA standard, GoAudits, Brand Standard requirement.

• Keep updated records of guest interactions and transactions, utilizing computer systems and software effectively such as Opera, PMS, Glowing and etc.
• Meet with Supervisor to review daily assignments and priorities and follow up with the pending tasks.
• Book and confirm reservations for guests, ensuring accuracy and attention to detail.

(room type, departure date, flight time etc.)

• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Obtain assigned cash float and ensure accuracy of contracted monies. Keep cash float secure at all times.
• Coordinate with other hotel departments, such as housekeeping and maintenance, to fulfill guest requests and address any issues during their stay.
• Up-sell and promote hotel services and amenities to guests, maximizing revenue opportunities.
• Maintain knowledge of local attractions, restaurants, and transportation options to provide recommendations and assistance to guests.
• Issue safe deposit boxes to guests and ensure security of keys. 
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
• Adhere to all cashiering procedures strictly.
• Document pertinent information in the Logbook/Notes/Front Desk Checklist.
• Be knowledgeable in and assist with tasks of all other FO sections. 
• All other duties as required.

REQUIREDMENT:

• Excellent verbal and written communication skills, with the ability to effectively interact with guests from diverse backgrounds.
• Strong customer service orientation, with a genuine desire to exceed guest expectations.
• Exceptional problem-solving abilities, handling guest complaints and difficult situations calmly and efficiently.
• Proficient in computer systems, including hotel management software, reservation systems, and Microsoft Office Suite.
• Ability to work effectively in a fast-paced and high-pressure environment, prioritizing tasks and multitasking as needed.
• Attention to detail, ensuring accuracy in all guest interactions, reservations, and transactions.
• Strong organizational skills, with the ability to manage time efficiently and maintain a well-organized front desk area.
• Flexibility in working shifts, including evenings, weekends, and holidays.
• Professional appearance and demeanor, with a friendly and welcoming attitude.
• Knowledge of multiple languages (optional but highly desirable).