Front Desk Associate
Job Description

Alternate Title: Guest Service Agent

Supervisor’s Title: Front Office Manager
Department: Front Office
Exempt Status: Hourly/Nonexempt

JOB SUMMARY

Responsible for handling the requests and transactions of hotel Guests in an efficient and courteous manner.

GENERAL CONDITIONS THAT APPLY TO ALL POSITIONS

• A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
• Some requirements may exclude individuals who post a direct threat of significant risk to the health and safety of themselves or other employees.
• This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job‐related instructions and perform any other job‐related duties as specified by their supervisor.
• Requirements are representative of minimum level of knowledge, skills, and/or abilities or aptitudes to perform each duty proficiently.
• This document does not create an employment contract, implied, or otherwise, other than an “at will” employment relationship.

ESSENTIAL FUNCTIONS

Guest Service

• Ensure that all Guests receive a courteous and efficient check‐in and check‐out experience and Guest service standards are followed at all times.
• Handle Guest issues, complaints, and requests and proactively resolve in a manner satisfactory to both the

Guest and the hotel.

• Coordinate with other departments to ensure the proper delivery of all Guest requests.
• Answer Guest questions regarding local area facilities and be able to give proper directions to these areas.
• Demonstrate proper telephone etiquette including transferring calls and taking accurate messages for Guests and team members according to company standards.

Rooms

• Inform Housekeeping of vacant dirty rooms as they become available.
• Update room status as Housekeeping notifies the Front Desk of changes, if needed.
• Track status of show rooms for tours and out‐of‐order rooms for maintenance reasons.
• Notify Housekeeping and Maintenance of any reported problems with rooms or grounds.

Reservations/Revenue

• Have working knowledge of reservations, procedures, and yield management techniques. Take same day reservations and make accurate future reservations when necessary. Know cancellation and walked Guest procedures and be able to perform them if needed.
• Follow proper cash handling procedures and be able to post all charges to Guest folios and ledger accounts.

Front Desk Associate Job Description page 1 of 2 As of 1/1/2013

Front Desk Associate
Job Description

Alternate Title: Guest Service Agent

Miscellaneous

• Maintain a positive work atmosphere by acting and communicating in a manner so that you get along with

Guests, clients, co‐workers, and management.

• Communicate with the incoming shift employees by logging pertinent information in the Log Book.
• Have a thorough knowledge of safety and emergency procedures and be able to execute them when necessary.
• Accept mail and deliveries, and administer Guest safety deposit boxes.
• Assist in other departments as needed.
• Adhere to proper grooming and dress codes for the department.

Perform all other duties as directed, developed, or assigned.

QUALIFICATIONS

• Education and/or Experience: No educational requirement.
• Language Skills: Ability to read, write, and verbally communicate in English. Ability to communicate effectively and professionally with other departments, Guests, and vendors. Ability to diplomatically handle difficult situations and people.
• Technical Skills: Basic computer skills including word processing, spreadsheets, and email.
• Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, report, or schedule form.
• Certificates, Licenses, Registrations: Must have a valid driver’s license.
• Other Skills and Abilities: Operate office equipment such as, but not limited to, printers, fax machine, and copiers. Ability to work flexible hours including evenings, weekends, and holidays.

PHYSICAL REQUIREMENTS

• Seeing – Must be able to see well enough to read reports, drive, and use a computer.
• Hearing – Must be able to hear well enough to communicate on the phone and in person.
• Standing/Walking/Mobility – Must be able to stand to operate office machinery. Must be able to move between departments.
• Climbing/Stooping/Kneeling – Must be able to climb four flights of stairs. Must be able to stoop and kneel for short periods of time.
• Lifting – Must be able to lift up to 25 pounds.
• Fingering/Grasping/Feeling – Must be able to write, type, and use the phone system.

DISCLAIMER

I have read, understand and voluntarily commit myself to the general guidelines contained in this document. I also understand that this is only a basic description of my job, and it does not, nor is it intended to, outline all of the specifics of the responsibilities that I will be expected to perform. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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Employee Signature Date

Front Desk Associate Job Description page 2 of 2 As of 1/1/2013

Job Type: Part-time

Salary: From $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Evening shift
• Morning shift

Weekly day range:

• Weekend availability

Work Location: One location

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