Hotel Front Desk

About the role

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.

Responsibilities

• 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 Learn-Empathy-Apologize-Respond-Notify 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
• 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
• Knowledgeable of all Navigator information, including where and how to access them, and be able to provide concierge-type services to hotel guests
• Aid 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
• Aid with administrative duties such as scanning, faxing, online support, shipping and organizing as requested
• 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

Qualifications

• 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

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

Flexibility in work schedule

The job may require day and evening shifts, overnight shifts, weekends, and holidays.

Other compensation and benefits

• Club Membership
• Competitive Compensation
• Discounts on club services and amenities
• Continuing Education
• Community Involvement
• Paid Time Off
• Health Insurance
• Additional County Ordinances
• LA County: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.