Front Desk Associate

Purpose:

• Our front desk associates ensure that all front office operations are executed in the interest of 100% guest satisfaction and exceptional financial returns.
  

Scope:

• Our front office associates are stationed at the front desk and are responsible for guest service and reservations.  They also provide support services for the other departments within the hotel.  Guest service happens both in person and over the phone and through all stages of a guest’s hotel experience – before, during and after their stay.  Front office associates are expected to follow the established policies, procedures and guidelines set forth by the company and/or their manager.  Front office associates are often both the first and last contact we have with our valued guests; both interactions being critical moments of truth.  Because of this, these team members are empowered, and expected, to make decisions that support our core values.    
  

Reports to:

• Assistant General Manager/Front Office Manager

Responsibilities:

• Follow established procedures for the handling, usage, and requisition of front office and pantry products (ie: member reward items, forgot something items, pantry items, etc.); resulting in Zero shrinkage
• Follow posted schedule; communicating any variances, with reasons, to your supervisor
• Follow established procedures for the handling, usage, and requisition of all “free” vouchers; as tracked by supervisor. 
• Keep back of house areas well maintained, neat, clean and organized at all times
• Use only approved collateral to give to guests (ie: directions, area information, etc.)
• Follow established procedures for reporting maintenance requests, and follow up to ensure completion. 
• Maintain a professional attitude with guests and co-workers in a friendly manner
• Recognize each Reward Member, by status level, and provide each with their level appropriate rewards; resulting in a minimum 65% recognition score
• Offer enrollment to all non Reward Members; pointing out the benefits of enrollment.  Collectively enrolling 20 new members per month.
• Operate with a sense of urgency anddiscipline when handling guest complaints and concerns; ensuring 100% satisfaction before departure using the brand method
• Follow the established processes which ensure that we deliver superior customer service and quality every day.  These include completing daily checklists, as well as using the provided Check-in and out “scripts” as well as Mobile Check-In scripts
• Maintain a high level of familiarity with the local area; including businesses, restaurants and area attractions
• Pre-Block all reward members and special requests as well as compiling requests for housekeeping so the guests have their requests in advance
• Pre-Key any groups who require it so check-in goes smoothly
• Read pass-on log, group cover sheets, and daily event sheets so you are familiar with all groups and functions in the hotel
• Maintain strong working knowledge of all hotel programs and systems
• Have a representative on the Guest Service team; contributing ideas and thoughts on how to improve in this area
• Follow established Lost and Found procedures
• Follow established safety protocols
• Attend all brand required trainings, as directed by supervisor
• Look out for the hotels interest at all times; ensuring that hotel services are used by registered guests only, and reporting suspicious activity immediately
• Be familiar with hotel emergency procedures such as fire alarms to ensure both guest and associate safety
• Review hotel room inventory on a daily basis, ensure systems are in balance and bringing any disparities to the attention of your supervisor
• Follow the established reservation process; both verbally and technically
• Promote the hotel’s Food and Beverage and Catering Outlets.
• Attend regular front office staff meetings
• Maintain a close working relationship with other associates to ensure that communication lines stay open to best serve our guests
• Support your fellow associates and assist them as needed; training others on what you know that they may not.
• Listen to and act on your manager’s feedback regarding your performance; ask relevant questions and seek training opportunities as needed
• Participate in our Employee of the Quarter and Year processes
• Provide nominees for Roedel Companies’ Core Values Award
• Quickly respond to and address all billing inquiries brought to your attention; escalate when necessary.  Measured through Problem resolution scores
• Perform month end Market/Pantry Inventory
• It is your responsibility to ensure that all arrival paperwork is properly completed and that room rates are accurate, as quoted.
• Capable of working in a fast paced work environment and perform efficiently under stressful situations
• Effective Communication and Listening skills
• Ability to work with co-workers through team process
• Availability to work varied shifts, according to the needs of the hotel.  This includes weekends, evenings and holidays.

• Education/Experience:
• 2-4 years of experience in a customer service environment preferred

• Skills:
• Ability to read and write in English
• Ability to interpret written procedures and apply in practice.
• Ability to effectively deliver all required information to superiors, coworkers and subordinates.
• Typing skills
• Windows XP or newer, Work, Excel and Outlook
• Thorough working knowledge of PMS system

Required to attend Brand required Training, as directed by supervisor

Physical Demands and Work Environment:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the tasks. While performing the duties of this position, the employee is regularly required to stand the entire shift. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is regularly required to stand; walk; sit; stoop; bend; shake, stir, and pour; and reach with hands and arms. The employee must occasionally lift and move up to 75 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. While performing the duties of this position, the employee is regularly exposed to sharp objects, slippery floors, smoke, steam, high temperatures, humidity, and extreme cold. The employee typically comes into contact with water, sanitation solutions, meat products, poultry products, seafood, and produce items. The employee is frequently required to wash hands. The noise level in the work environment is usually moderate to high.