Front Desk Team Member

Job Overview

The Front Office Associate ensures all hotel member interactions are handled with the highest level of hospitality and professionalism. This high-profile position is responsible for creating meaningful first and last impressions for hotel guests, and all touch points in between.

Essential Job Functions

• Treat guests with courtesy and respect in a variety of situations.
• Honesty & Integrity. Mindful of the importance of personal hygiene and grooming.
• Adhere to hotel Health and Safety guidelines.
• Work under pressure and multi-task in a fast-paced environment.
• Check-in arriving guests and checks-out departing guests in a friendly and efficient manner according to established standards and protocols.
• Ensures all hotel member data is accurate, including dates of stay, rate, room type, number of guests, payment method, etc.
• Provides escort to elevators and hotel member rooming.
• Call back and follow up with hotel member on any requests that come through the front desk to ensure that they are satisfied.
• Review arrivals noting special requests and blocking rooms as necessary for VIP’s and group arrivals.
• Complete all items as listed on shift checklists.
• Ensure proper credit card procedures are followed based on PCI compliance guidelines.
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift.
• Communicate service and amenities of the hotel to guests.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Communicate pertinent hotel member information to designated departments/personnel (i.e., special requests, amenity deliver) immediately, and follow-up with relative departments after completion.
• Provides information about special services available to enhance the hotel member experience.
• Maintains up-to-date knowledge about the hotel’s facilities, hours of operation and events.
• Maintains a house bank and reconciles all transactions at the end of each shift.
• Strictly adheres to the hotel’s house bank policies and protocols.
• Handles hotel member inquiries in an accurate and timely manner, accommodating special requests whenever possible.
• Inputs work orders in ALICE when the requests come directly to the front desk.
• Flexibility to carry out job responsibilities of other positions within the front office, such as core team member, bell person, and door person, upon request by the manager.
• Refers hotel member inquiries or concerns to a manager as appropriate.
• Runs daily reports and handles room assignments/blocks for arriving guests.
• Handle and address incoming and outgoing correspondences (facsimile, messages, mail, etc.).
• Safeguards hotel member departures are timely and report any concerns to the manager.
• Works closely with the Bell/Door staff to ensure smooth handling of luggage, deliveries and special requests.
• In the absence of the Reservations Department, accepts reservations, changes, and cancellations according to established procedures.
• Complies with all Work Rules, Safety Standards and Standards of Conduct as set forth in the Employee Handbook.
• Knowable of hotel fire and emergency procedures.
• Works harmoniously and professionally to arrange fulfillment of hotel member services by working with co-workers, supervisors, departments, and partners.
• Stay current with developments and procedures in the hotel by attending daily Front Office briefings and reviewing the Front Office communication briefing regularly.
• May be assigned other duties at the discretion of management.

Qualifications/Skills

• Bachelor’s degree in hospitality management.
• Ability to read, write and speak English.
• Minimum 1 year of prior luxury hotel experience.
• Ability to work flexible schedule to include AM, PM, Overnight, weekends, holidays, and overtime.
• Generally, an eight-hour shift; scheduled days and times may vary based on business levels.