Hotel Front Desk Associate

Under the direction of the Supervisor, Front Desk, the Front Desk Associate is responsible for administering front desk operations in the Hotel's continuing effort to deliver best‑in‑class customer service. The role assists with guest inquiries, requests and needs before, during, and after their stay and works closely with all hotel departments to coordinate seamless delivery of guest services. The associate creates unique memories, builds rapport, and maintains professional relationships with guests to enhance their overall experience, all while following Forbes Travel Five‑Star guidelines. Essential Duties & Responsibilities Provides the highest level of service experience to guests during all interactions and actively aspired to reach department and enterprise‑defined goals and objectives. Welcomes guests with friendly and sincere demeanor while meeting Forbes Travel Guidelines (guest registrations within five minutes, seamless conversations, calm and clear language, avoiding slang, and phrase fragments). Assists with all guest reservations, folios, billing questions, addresses concerns, resolves issues with expedited follow‑up, and goes above and beyond to recover service opportunities and exceed expectations. Communicates and collaborates with all department leaders and hourly team members to ensure a personalized and seamless guest experience. Maintains proper record keeping for guest accounts, stays knowledgeable on all hotel offerings and local surroundings, and provides appropriate suggestions to guests. Handles all guest interactions with the highest level of hospitality, professionalism, and accommodates special requests with a sense of urgency. Reports maintenance issues via internal systems and escalates guest requests to the supervisor or manager on duty, following up to ensure completion. Safeguards confidential guest, department, and enterprise data while adhering to all health and safety policies. Contributes to an environment that motivates employees to collaborate, learn, perform, and develop skills and completes regular customer service and safety training to keep certifications current. Performs other duties as assigned to support efficient operation of the department. Educational, Experience and Qualifications High School Diploma or GED required. Minimum three (3) years of customer service experience required. Hotel or administrative customer service experience preferred. Upscale hotel experience preferred. Knowledge, Skills and Abilities (KSA) Strong multitasking skills. Effective English written and verbal communication. Ability to identify and prioritize issues. Excellent organizational skills. Intermediate computer skills required. Reliable, pleasant, and maintain a positive attitude. Ability to provide excellent service in challenging situations and remain calm under stress. Schedule flexibility including evenings, weekends, holidays, and overtime when needed. Required Licenses, Certifications and Registrations At the discretion of the San Manuel Tribal Gaming Commission, obtaining and maintaining a gaming license may be required. Driving responsibilities: Role does not require a driver’s license or insurance. Physical Requirements / Working Conditions – Environment The primary work environment is a climate‑controlled office setting. The position requires travel to attend meetings, trade shows, and conferences. Incumbents may be required to work evening, weekend, and holiday shifts. The role demands the ability to work in a fast‑paced, high‑demand environment and may require lifting up to 10 pounds occasionally or 40 pounds occasionally, sitting most of the time, operating a computer and office equipment, performing repetitive motions, and maintaining visual acuity for data analysis and computer use. Reasonable accommodation will be made in compliance with all applicable law. #J-18808-Ljbffr