Front Office Associate

About the Role

This role focuses on providing exceptional guest service at the front desk, ensuring smooth check-in and check-out processes, and addressing guest needs.

Key Responsibilities

• Process guest check-ins, check-outs, room assignments, and room change/late check-out requests.
• Secure payment, activate/reissue room keys, and verify/adjust guest billing.
• Operate the telephone switchboard station.
• Answer, record, and process all guest calls, requests, questions, or concerns, following up to ensure satisfaction.
• Supply guests with directions and information.
• Arrange transportation for guests/visitors.
• Count and secure the bank at the beginning and end of each shift.
• Process all payment types, vouchers, paid-outs, and charges, and provide change.
• Notify Loss Prevention/Security of any reports of theft.
• Follow company policies and procedures, report accidents, injuries, and unsafe work conditions.
• Ensure uniform and personal appearance are clean and professional.
• Maintain confidentiality of proprietary information and protect company assets.
• Welcome and acknowledge guests according to company standards.
• Anticipate and address guests' service needs.
• Assist individuals with disabilities.
• Thank guests with genuine appreciation.
• Speak using clear and professional language.
• Answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships.
• Support the team to reach common goals.
• Listen and respond appropriately to the concerns of employees.
• Comply with quality assurance 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.
• Coordinate with Housekeeping to track room status and guest concerns.
• File guest paperwork or documentation.
• Clear departures in the computer system.
• Run and check daily reports, contingency lists, and credit credit card authorization reports.
• Advise guests of messages.

Requirements & Tech Stack

• Operate telephone switchboard station.
• Use computer systems for processing guest information and billing.

Qualifications

• High school diploma or G. E. D. equivalent.
• No related work experience required.
• No supervisory experience required.
• No specific licenses or certifications required.