Front Desk Associate

Key Responsibilities Ensure a delightful, seamless arrival and departure for our guests. Greets guest and processes hotel registration and other transactions. Keeps current on hotel accommodations, services and local attractions. Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction. Works with other departments as appropriate to arrange for services requested by the guest. Stays current with developments in the hotel by reviewing and updating the communication log. Prepares end of shift summaries and communications for management and other shifts. Encourages day to day upselling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program. Makes reservations in accordance with the hotel’s yield management practices. Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards. May be responsible for answering and fielding all calls to the hotel, both internal and external. Identifies and records special billing instructions and notifies Accounting. Obtains appropriate approvals and signatures for guest transactions. Maintains confidentiality of guest information. Performance Expectations Creates 100% guest satisfaction by providing the Choice experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations. Gives personal attention, takes personal responsibility, and uses teamwork when providing guest service. Listens, apologizes with empathy, finds a solution, and follows through when resolving guest problems. Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis. Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction. Performs other duties required to provide the service brand behavior and genuine hospitality. Requirements Ideal candidate will have a minimum of one-year of hotel front desk experience, other hotel experience or experience in a customer service environment. Strong verbal, written and interpersonal skills. Works well independently or as part of a team. Strong attention to detail. Commitment to exceptional guest service. Ability to maintain a positive and professional attitude when handling all situations. Adheres to the policies and procedures of the hotel. Ability to work a flexible schedule including holidays and weekends. Working knowledge of computer and math skills. Physical Demands Ability to stand, stoop or bend for entire shift. Ability to lift up to 20 pounds. #J-18808-Ljbffr