What are the responsibilities and job description for the Front Desk Associate position at Residence Inn Helena?
Job Summary:
The front desk associate's main responsibility is to provide an exceptional guest experience while
completing Veridea's sales-related requirements. The successful front desk associate will provide guests
with concierge-like, solution-oriented service, while acting as an in-house sales representative.
Essential Functions:
1. Act as a concierge for guests. Possess a knowledge of the local area and the
community's offerings. Interact with guests in a sincere, professional, and courteous
manner, going above and beyond normal responsibilities to do whatever it takes to
ensure absolute guest satisfaction.
2. Act as an in-house sales representative for the hotel. Engage with guests, capture
relevant information, and distribute it to hotel management staff for contract
negotiation.
a. Complete all reporting requirements issued by Director of Revenues and Sales.
b. Demonstrates the use of sales techniques to effectively sell the property, maximizing
occupancy and average rate.
Operational Functions:
1. Register and process guests promptly upon arrival and departure.
2. Performs all guest accounting functions according to established hotel operating procedures to
ensure all guest and house accounts are complete and accurate.
3. Demonstrate a working knowledge of all services and facilities of the hotel.
4. Adheres to all established credit and inventory control procedures to minimize exposure to loss
of revenue.
5. Receives and processes telephone and walk-in reservations accurately to ensure guest
satisfaction.
6. Resolves guest issues, complaints, or problems going to any length to accomplish this.
7. Professionally and competently operates the telephone system according to Veridea standards.
8. Acts as manager on duty in the absence of management staff.
9. Understands and applies all hotel safety and security procedures to maintain a secure and safe
environment for employees and guests.
10. Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of
significance coming to his/her attention so prompt corrective action can be taken.
11. Proactively seeks out other duties and responsibilities to effectively benefit the operation of the
hotel.
Qualification Standards:
1. Be friendly and cheerful; interact easily with strangers.
2. Complete sales requirements.
3. Be solution-oriented.
4. Cooperate with and support others.
5. Observe, react quickly and adjust to different guest situations.
6. Quickly learn front desk technical procedures such as: check-in, check-out, selling skills,
computer operation, telephone operations, etc.
7. Operate computer or cash register to handle monetary transactions and give correct change.
8. Work well on multiple tasks at the same time.
9. Cope with unusual circumstances, showing self-control during excitement.
10. Possess strong organizational skills and strong detail orientation.
11. Physically manipulate equipment such as: cash register, computer, credit card machines,
telephone console/switchboard, calculator, etc.
12. Grooming must meet property standards.
