Guest Experience Concierge - Front Desk

The Front Desk Attendant is the first point of contact for guests and plays a central role in delivering an exceptional guest experience. This position is responsible for greeting and welcoming guests, processing check-ins and check-outs, responding to guest inquiries, and handling requests and concerns in a professional and courteous manner. The Front Desk Attendant represents the hotel and 505 Hospitality Management's commitment to service excellence.

ESSENTIAL JOB FUNCTIONS

Guest Services

• Greet and welcome all guests upon arrival in a warm, professional, and attentive manner.
• Process guest check-ins and check-outs accurately and efficiently using the property management system.
• Assign rooms based on guest preferences, reservation details, and availability, ensuring room type and rate accuracy.
• Answer guest questions regarding hotel amenities, services, local attractions, dining, and transportation options.
• Respond promptly and professionally to guest requests, concerns, and complaints; elevate unresolved issues to management as needed.
• Communicate guest requests and complaints to the appropriate department using hotel procedures and systems.

Front Desk Operations

• Input and retrieve guest information accurately using the property management system and related computer systems.
• Process payments, post charges, and reconcile guest accounts at checkout in accordance with hotel and brand standards.
• Answer incoming telephone calls promptly and professionally; direct calls and take messages as needed.
• Maintain a clean, organized, and professional front desk environment at all times.
• Adhere to all hotel brand standards, service standards, and guest satisfaction expectations.
• Remain calm, alert, and focused during periods of high volume, emergencies, or challenging guest interactions.

Teamwork & Safety

• Communicate effectively with all hotel departments to ensure seamless guest experiences.
• Adhere to all safety, security, and emergency procedures; report any concerns to management immediately.
• Protect guest privacy and handle all personal and financial information in accordance with hotel policy and applicable law.
• Perform other duties as assigned by management.

EDUCATION & EXPERIENCE

• High school diploma or equivalent required.
• Prior customer service or front desk experience in a hotel or hospitality environment preferred.
• Ability to operate a moderately complex property management system and standard office equipment including computers, key machines, fax, copier, and PBX phone console.
• Strong verbal and written communication skills in English required; bilingual ability is a plus.
• Ability to read, listen, and communicate effectively, both verbally and in writing.
• Ability to remain professional and composed under pressure and in high-volume situations.

PHYSICAL & ENVIRONMENTAL DEMANDS

• Must be able to stand and remain on feet for the duration of the shift (up to 100% of working time).
• Must be able to move throughout the front office and hotel property to perform essential job functions.
• Must have sufficient vision and hearing to observe and detect signs of emergencies and respond appropriately.
• Ability to frequently lift and carry items up to 10 lbs. and occasionally up to 20 lbs.
• Work environment is primarily indoors (100%) in a climate-controlled hotel lobby setting.
• May be required to work varying shifts including mornings, evenings, weekends, and holidays.

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