Hotel Front Desk

Hotel Front Desk Associate

The Hotel Front Desk Associate is responsible for contributing to the success of the overall operation by assisting in a variety of roles throughout the hotel and club. These associates are responsible for providing the highest level of member and guest service, registering guests, assigning rooms, securing payment, issuing room keys, and offering further assistance. The Hotel Front Desk associate creates memorable experiences by being hospitable to guests as they arrive, during their stay and departure.

Our unique culture is at the heart of all we do and is guided by our values and behaviors. It's what we expect of ourselves and each other every day. We call it our "Code of Culture".

Our Code of Culture includes Our Mantra, Our Actions We Live By, and Pete's Promise:

Our Mantra:

Respect The Past

Accept Responsibility

Pay it Forward

Our Actions We Live By:

Actions We Live By. It's who we are when we step into our full power.

Keep It Real. Always. We need open and honest discussions. We need courage to speak up and to call things out that aren't good enough. And we navigate tough conversations with empathy and grace.

Think Ahead. Be An Owner. Always be proactive, not reactive; be on the front foot. If we want to be an owner of this business, we must act like it!

Stay Humble. Hustle Harder. Show up and do the hard work. Be a gritty, roll-up-your-sleeves kind of crew. Know it's never about one personwe are a part of a powerful team.

One Team. One Voice. Be ONE united team. When we move in the same direction, there are no limits to what we can accomplish.

Be Curious. Ask Why. Stay member curious. We seek to understand, and we never settle. We ask questions to truly understand the core of a matter.

Pete's Promise:

Service Forward

Ruthlessly Consistent

Do the Right Thing

Primary Job Functions:

• Greet members and guests upon arrival, smile, and use names often
• Deliver exceptional service experience to members, guests, and Associates with a goal of retaining guests for repeat business
• Assign rooms to guests in accordance with Marriott BonVoy loyalty status, preferences and in accordance with pre-arrival process.
• Be able to apply the L earn- E mpathy- A pologize- R espond- N otify process when handling guest issues.
• Be able to book, confirm, change, and cancel reservations upon request.
• Be able to assist in posting charges such as room, food, liquor, spa services, or telephone to guest accounts
• Be knowledgeable of all hotel and club services, policies, hours of operation, special programs, marketing specials, department manager names and titles, and so on, and be able to answer hotel guests' questions and to market all services to guests
• Be knowledgeable of all Navigator information, including where and how to access them, and be able to provide concierge-type services to hotel guests
• Assist hotel guests and club members in using the Business Center's computers, printers, copier, and fax machine; check the room frequently to deter vandalism or theft
• Compute guest folios, review accounts and process payment upon check-out.
• Answer incoming telephone calls when calls are forwarded to the hotel Front Desk; transfer calls professionally and efficiently; take accurate messages as needed
• Control the safe deposit box room and system; assist guests with signing in and signing out safety deposit box items
• Follow all Hotel operational policies for the Front Desk, Business Center, safe deposit boxes
• Be highly security and safety-conscious; report all suspicious or inappropriate behavior to the Front Office Manager, Rooms Director and Security Officer
• Assist with administrative duties such as scanning, faxing, online support, shipping and organizing as requested
• Other responsibilities or projects assigned by the Front Desk Manager
• Represent the club in a professional manner through image, dress, communication, and immediate follow through and response
• Provide membership sales team with guest/prospect lead contact information

Other Job Functions:

• Flexibility in work schedule, as job may require day and evening shifts, overnight shifts, weekends, and holidays.

Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each primary job function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills & Knowledge:

• Policies and Regulations Knowledge of company polices.
• Written Comprehension and Expression Ability to read, understand and communicate information and ideas in writing so others will understand.
• Oral Comprehension and Expression Ability to understand and communicate so others can understand ideas and information.
• Computer Ability to utilize hotel and club software program and email communication software, such as Microsoft Outlook.

Experience & Education:

• At least one year experience in the hospitality industry or related service position preferred.
• Food Safety certified (if applicable)
• Professional, friendly manner and excellent customer service attitude and abilities
• Strong verbal communication and conflict resolution skills
• Enthusiastic, responsible, and dependable team player
• Self-motivated, takes initiative, anticipate the needs of others and willing to acquire new skills
• Well organized and detail oriented
• CPR certified

Working Conditions/Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Associate is regularly required to stand for extended periods; use hands and fingers, handle or feel; reach with hands and arms; and talk and hear. The Associate is occasionally required to walk; stoop, kneel, crouch, or crawl; and taste or smell. The Associate must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

The associate must be able to stay awake and alert during overnight shifts.

The noise level in the work environment is usually moderate.

The language skills, reasoning ability, physical demands, and work environment described are representative of those that must be met by an Associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Description Revision:

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change. This job description replaces all previous descriptions for this position.

An Equal Opportunity Employer:

The Bay Club Company ("TBCC") provides equal employment opportunities without regard to race (and all traits historically associated with race, including but not limited to, hair texture and protective hairstyles), color, religion, creed (including, but not limited to, religious dress and grooming practices), sex (including pregnancy, childbirth or related medical conditions, and breastfeeding, and other related medical conditions), sexual orientation and identity, gender, gender identity, gender expression, actual or perceived national origin/ancestry, accent or ability to speak English, age, disability, marital/familial status, source of income, veteran status, citizenship status, political activities or affiliations, medical condition, genetic information, persons with AIDS or AIDS-related condition, or persons who are victims of domestic violence.