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Front Desk Associate

3 months ago

Annapolis, United States Commander, Navy Installations Part time

Ensures security of all guests is maintained at all times.

Ensures guest privacy is maintained at all times.

Must possess a welcoming manner and positive attitude; demonstrate effective communication skills; professionally interact with guests; answering guest questions concerning hotel facilities; and provide information about local attractions. Provide assistance in handling customer complaints, involving management as necessary.

Utilizes the Property Management System (PMS) to access the guest information, retrieve reservation information, change or cancel reservations as requested by the guest, or register guests. Verifies registration information, secures a credit card for incidental expenses, and authorizes credit card for room charges. Provides guests with their room key or card.

Receives requests and processes reservations within established guidelines. When rooms are not available, provides a certificate of non-availability (CNA) and/or alternative lodging in the area.

Registers and assigns rooms to guests, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guest accounts, making and confirming reservations, and presenting statements to and collecting payments as necessary.

Receives and is accountable for a change fund. Prepares Close Bank Report and deposits cash receipts at the end of each shift in accordance with established procedures.

Responsible for inventorying all keys and any other supplies or amenities maintained at the front desk. Keeps the front desk and lobby area clean and neat.

May be required to run and print various reports from the PMS such as Expected Arrivals, Departure List, In-House Guest List and Night Audit reports to include Daily, Monthly and Annual occupancy reports.

Verifies charges for correctness, makes appropriate changes if errors occur, and completes all computer-generated reports as assigned and notates any account discrepancies for action by management.

Answers phones and transfers calls to appropriate individuals and replies to guest questions.

Logs trouble calls in the PMS and ensures the appropriate department is notified. Relocates guest to a different room when required.

May be required to retrieve Lost and Found items and contact the guest regarding lost or found items.

The position may require a rotating shift schedule. Work hours may be scheduled for anytime, 7 days a week.

Performs other related duties as assigned.