POSITION PURPOSE

Greet and assist guests in a speedy, efficient, friendly, and professional manner. The Front Desk Associate is focused on providing efficient service and creating memorable experiences by making emotional connections with all of our guests. In this position, you will have a direct impact on the overall experience of our hotel guests and be responsible for ensuring 100% satisfaction from the moment guests arrive at the hotel until they check out. The successful candidate must have a friendly and welcoming attitude with everyone. This is the ideal position for someone who has a passion for guest service, values problem resolution, and enjoys working in a fast paced environment.

ESSENTIAL FUNCTIONS

• Welcome our guests and accurately verify all information during the check in process

• Register guests into the property management system computer and verify all information is accurate, i.e. address, payment information, etc.

• Follow up during check out to ensure guest satisfaction with their stay and billing accuracy
• Able to explain all charges to a guest and correct mistakes as necessary
• Able to make/change reservations for guests as needed
• Promote and provide outstanding recognition and benefits to all of our Starwood Preferred Guests
• Audit guest rooms/accounts every shift and make changes as necessary
• Explain hotel layout to guests
• Inform housekeeping department about room status/availability
• Operate hotel switchboard and set wake up calls
• Maintain daily logs and checklists
• Sell rooms to "walk in" customers
• Explain hotel policies and operating procedures to guests
• Explain to guests about local area (e.g. directions, places to eat)
• Provide information to guests about hotel services, facilities, other amenities, and local attractions
• Balance cash drawers on every shift
• Process payments from guests and accountable for the accuracy of payment verification, deposits, and check cashing
• Assist guests with safety deposit boxes and posting of miscellaneous charges
• Listen, respond and resolve all guest complaints to their satisfaction
• Keep the hotel lobby, front desk, and front office areas clean and in order at all times
• Explain emergency evacuation procedures to guests

Other

Regular attendance in conformance with the Hotel's standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all employees are required to fully comply with the Hotel's rules and regulations for the safe and effective operation of the hotel's facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

• 
  Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires excellent communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.

Physical Demands

• Must be able to stand and exert well-paced mobility for up to 8 hours in length.
• Must be able to exert well-paced ability to work in a busy environment.
• Must have the ability to bend, squat and lift 30 lbs. on a regular and continuing basis and occasionally lift up to 50 lbs.
• Must be able to exert well-paced ability in limited space.
• Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.
• Position is required wear a radio and earpiece for the duration of scheduled shift.

QUALIFICATION STANDARDS

Education

High school or equivalent education required.

Experience

One year front desk or related experience required. Customer service experience preferred.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Musselman standards.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this hotel may be asked to perform from time to time.