Guest Service Associate, Front Office

About the Role

• Organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations.
• Secure payment; verify and adjust billing.
• Activate and file room keys.
• Process all guest requests and relay messages.
• Print contingency lists to have a record of all guests in case of emergency.
• Identify and explain room features to guests; supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest.
• Follow up on any outstanding requests or problems from the previous day and ensure they are resolved.
• Run and review daily reports/logs.
• Complete designated cashier and closing reports in the computer system.
• Accept and record wake-up call requests and deliver to the appropriate department.
• Count bank at the beginning and end of the shift; secure bank.
• Process all payment types, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges; provide change.
• Notify Loss Prevention/Security of any guest reports of theft.
• Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to the manager.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information.
• Protect company assets.
• Welcome and acknowledge all guests according to company standards.
• Anticipate and address guests’ service needs.
• Assist individuals with disabilities.
• Thank guests with genuine appreciation.
• Speak with others using clear and professional language.
• Answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others.
• Support the team to reach common goals.
• Comply with quality assurance expectations and standards.
• Stand, sit, or walk for an extended period of time.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Requirements & Tech Stack

• Computer system (for cashier and closing reports)

Qualifications

• Ability to speak with others using clear and professional language.
• Ability to answer telephones using appropriate etiquette.
• Ability to develop and maintain positive working relationships with others.
• Ability to support the team to reach common goals.
• Ability to comply with quality assurance expectations and standards.
• Ability to stand, sit, or walk for an extended period of time.
• Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.