Hotel Front Desk Associate

About the role

The Front Desk Associate is responsible for administering Front Desk operations in the Hotel's continuing effort to deliver Best in Class customer service. This position is highly visible and plays a crucial role in enhancing guest experiences.

Responsibilities

• Welcomes guests with friendly and sincere demeanor while meeting Forbes Travel Guidelines
• Assists with all guest’s reservations, as well as folios and billing questions
• Addresses guest’s concerns and resolves issues with expedited follow-up
• Maintains proper record keeping for guest accounts
• Communicates and collaborates with all department leaders and hourly team members to ensure guest experience is personalized and executed seamlessly
• Safeguards confidential nature of guest, Department, and enterprise data; adheres to all health and safety policies and procedures set by enterprise
• Contributes to environment which motivates employees to collaborate, learn, perform, and develop their skills
• Completes regular customer service and safety training to keep certifications current as needed
• Performs other duties as assigned to support efficient operation of Department

Qualifications

• High School Diploma or GED required
• Minimum of three (3) years of customer service experience required
• Hotel or administrative customer service experience preferred
• Upscale hotel experience preferred

Skills and Abilities

• Strong multi-tasking skills
• Effective English written and verbal communication
• Ability to identify and prioritize issues
• Excellent organizational skills
• Intermediate computer skills required
• Reliable, pleasant, and maintains a positive attitude
• Able to provide great service in sometimes difficult situations and the ability to remain calm under stressful conditions
• Schedule flexibility including evenings, weekends, holiday shifts and overtime when needed

Physical Requirements/Working Conditions

• Primary work environment is in a climate-controlled office setting
• May be required to work evening, weekend and holiday shifts
• Must be able to work in a fast-paced, high-demand environment
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally
• Sedentary work: involves sitting most of the time
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions
• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours
• The employee may be exposed to fumes or airborne particles including secondhand smoke