Front Desk Associate

Purpose :

The Front Desk Associate is responsible for the preparation and disposition of all Front Desk work. Responsible for the front desk operation during the various shifts of operation.

Primary responsibilities include registering guests, making reservations, preparing daily reports, balancing transactions, and conducting security walks.

RESPONSIBILITIES :

• Approach all encounters with guests and associates in a friendly service-oriented manner.
• Maintain regular attendance in compliance with Athena Hospitality standards as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working (per brand standards).
• Run all reports as required for Food and Beverage audit.
• Complete the Night Audit checklist for computer procedures daily.
• Balance the day's work (i.e., movie revenue telephone postings valet laundry servers and desk agent's paperwork etc.).
• Maintain cashiering responsibilities as per Front Office procedures.
• Fulfill all Front Office functions between the hours of 11 : 00 p.m. and 7 : 00 a.m.
• Follow up to ensure periodic checks by the Midnight House Attendant are made of building and guest corridors to ensure all areas are locked and secured (property specific)
• Handle and follow through on all guest requests daily from 11 : 00 p.m. until 7 : 00 a.m.
• Maintain proper record keeping (i.e., logbooks etc.) according to Athena Hospitality standards.
• Complete the initial direct bills daily and place on the Property Accountant's desk; Attach all folio / banquet check back-up to the bills.
• Have a working knowledge of security procedures.
• Prepare and distribute the Daily Flash Report as needed.
• Transfer the master or house accounts as necessary.
• Distribute work (i.e., revenue printouts charge and paid folios vouchers and checks etc.) as directed by S.O.P.'s.
• Train any new Front Desk Associates as requested.
• Assign delivery of newspapers daily. Deliver or assign delivery of Express Check-Out's.
• Follow up to ensure that nightly walk-through includes removal of all room service trays and straightening of pool and Jacuzzi area (property specific)
• Complete any miscellaneous duties as required (i.e., resetting Food and Beverage P.O.S. where necessary distribution of credit 'Watch List' and preparation of daily revenue summary).
• Perform any other duties as requested by the Guest Services Manager or any other member of management.
• Maintain proper operation of the telephone switchboard and ensure that all Athena Hospitality performance standards are met.
• Have knowledge of and assist in emergency procedures as required.
• Handle check-ins and check-outs in a friendly efficient and courteous manner.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Use proper two-way radio etiquette when communicating with other associates.
• Maintain an up to date working knowledge of all property amenities as well as any special events local area attractions and things to do around the hotel.
• Perform other duties as assigned which may include but is not limited to the following : helping coworkers in other areas of the hotel maintaining a clean and organized work area and overall cleanliness and safety throughout the hotel and grounds
• Be familiar with breakfast operation and standards and be prepared to assist when requested or needed.

QUALIFICATIONS :

• At least 1 year of progressive experience in a hotel or a related field required.
• High School diploma or equivalent required.
• Must be able to work independently and with minimal supervision.
• Must be able to problem solve and troubleshoot to resolve guest issues that may arise and respond to emergency situations.
• Must be proficient in Windows operating systems company approved spreadsheets and word processing.
• Must work well in stressful high-pressure situations.
• Must be able to work with and understand financial information and data and basic arithmetic functions.
• Must be able to work in a self-managed environment.
• Must be effective at listening to understanding and clarifying the concerns and issues raised by co-workers and guests.
• Must maintain composure and objectivity under pressure.

Job Settings and Physical Demands :

To perform the job successfully, the candidate must be able to stand and walk 50% of their workday. Lifting and carrying up to 45 lbs.

may be necessary at times and bending and stooping are required. Job is performed indoors in well ventilated area.

Disclaimer

This job description indicates in general the nature and levels of work, knowledge, skills, abilities, and other essential functions (as covered under the Americans with Disabilities Act) expected of people assigned to this position.

It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.

All employees may be required to perform activities outside of their normal job responsibilities from time to time as needed.

EOE -