Front Desk Team Member

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:

• Always treat guests with courtesy and respect in a variety of situations.

• Honesty & Integrity.

• To be mindful of the importance of personal hygiene and grooming.

• Adhere to hotel Health and Safety guidelines.

• Ability to 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.

• Perform assistance to guests in both the street lobby and hotel lobby

• 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.

● Address special hotel member preferences recorded in hotel member history profiles.

● Input 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.

• Ensures 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.

● Knowledgeable 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.

Non-Essential Functions:

May assist with maintaining cleanliness in areas of the hotel other than hotel member rooms, such as public space or in the back of the house.

Qualifications/Skills:

Requirements are representative of minimum levels of knowledge, skills and /or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodation.

• 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.

Essential Physical Abilities:

• Endure various physical movements throughout the work areas, such as reaching, extending arms overhead, bending and stooping.

• Bending/Kneeling: May be required from time to time to reach items placed on the floor.

• Mobility: 20% of shift: may need to move about the lobby to assist fellow employees.

• Continuous Standing: 100% of shift: Continuous standing behind the Front Desk.

• Environment Physical Job Requirement: Hearing, vision, speech, and literacy.

• One-on-one communication with guest, managers and fellow employees.

• Must be able to see work area, guests and computers.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.