Front Desk

Job Description

Job Description

POSITION : Xperience Associate

REPORTS TO: Senior Xperience Associate / Jr. Xperience Manager

and Xperience Manager

MIN REQUIREMENTS: High School Degree or Higher,6 months of hotel front desk

experience

SCHEDULE REQUIREMENTS: Flexible availability. Able to work AM or PM shifts and/or Night Audit

shift when needed

SUMMARY / OBJECTIVE

The Xperience Associate is responsible for establishing and maintaining guest services along with being

responsible for the various tasks involved in the overall operation of the front office , including

maximizing sale and controlling expenses of the front office. The Xperience Associate will also assume

the Manager on Duty role in the absence of the Xperience Manager.

CONCEPT CORE VALUES

 Guest Satisfaction - This commitment is based on the recognition that success in the lodging

business cannot be achieved without making a serious and genuine commitment to meeting and

exceeding customer satisfaction. Concept aspires to "delight" every customer.

 Associate Satisfaction -As we treat our associates so shall they treat our customers. Successfully

delivering customer service on a consistent basis dictates that the enterprise keeps its focus on

associate happiness, their satisfaction. Concept nurtures and supports individual and team

excellence.

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 Community - Concept is committed to supporting all its host communities and the greater

lodging industry in which it conducts business.

 Transparency - For the enterprise to operate efficiently, Concept is committed to continuously

promoting and nurturing a work environment of open, honest, direct and timely

communications at all times.

 Accountability - Concept recognizes and appreciates that accountability means all associates

take ownership for results and outcomes. We further understand that accountability requires

providing necessary resources. Sustained success warrants that the entire organization is

committed to delivering exceptional operating results.

 Innovation - Concept views itself as an innovator and is committed to encouraging and

rewarding innovation.

GENERAL RESPONSIBILITIES

 Be proficient on the use of office equipment and property management system

 Have a good understanding of all hotel operating procedures

 Enforce all existing and new policies and procedures with the front office and breakfast area

staff

 Register and assign rooms to guests

 Respond to guest needs, requests and concerns

 Collect payment from guests

 Communicate pertinent guest information to designated departments

SPECIFIC RESPONSIBILITES

 Operations

 Send end of the day activity and accomplishment email on a daily basis to the Xperience

Manager and a copy to the Xperience Director

 Be proficient on the use of the property management system

 Have a good understanding of all hotel operating procedures, champion Standard Operating

Procedures (SOPs)

 Enforce all existing new policies and procedures with the front office and breakfast area

staff

 Register guests in and out per SOP's

 Process reservations by mail, telephone, fax and central reservation system referrals

 Have complete knowledge of room types and offered rate plans

 Fully understand the hotels' policy on guaranteed reservations and no-shows

 Process cancellations and modifications to reservations

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 Be proficient on the use of all front office equipment such as credit card machine, copier

and fax

 Constantly monitor front office communication logs

 Monitor appearance of all front desk, business center, vending and breakfast areas

 Inform the Xperience Manager of any unique situations or unusual developments in front

office operations

 Handle guest complaints effectively

 Collaborate with Clean Team Manager regarding updated Room Status List to ensure

Xperience Associate is aware of room statuses at designated times as outlined by SOP

 Sales / Marketing

 Solicit social media reviews from departing guests

 Direct and coordinate "Wine Hour" procedures (at applicable properties where Wine Hour

program exists

 Human Resources

 Promote goodwill by being courteous, friendly and helpful to guests, managers and all other

associates

OPTIMUM ATTIBUTES

 Effective communication skills

 Self-starter

 Detail oriented

 Pleasing personality

 Good team player

 Good listener

 Well groomed and professional appearance

 Open with praise, discrete with criticism

 Innovative and creative

 Problem solver

 Effectively uses technology to accomplish hotels' goals and objectives

 Customer and client focused

 Ability to work under pressure/stress and maintain composure at all times