Front Desk Associate

4 weeks ago

Columbus, Ohio, United States Aloft OSU Full time
Job Summary

We are seeking a highly skilled and customer-focused Front Desk Clerk to join our team at Aloft OSU. As a Front Desk Clerk, you will be responsible for providing exceptional guest service, handling front office operations, and ensuring a seamless experience for our guests.

Key Responsibilities
  • Assist in maximizing revenue goals through upselling and cross-selling opportunities
  • Coordinate daily arrivals and departures, including special requests
  • Follow hotel cash handling procedures and maintain accurate records
  • Ensure the front office is neat and organized, and communicate daily activities to relevant departments
  • Seek feedback from guests to ensure the highest level of satisfaction and resolve any issues that may arise
  • Respond to and direct emergency situations and security issues to management immediately
  • Report any health, safety, or hazard issues to management
  • Ensure the health and safety standards are maintained for both employees and guests
  • Responsible for all front desk operations, including shift reports, cash drops, and call rounds
  • Attend meetings and training as requested
  • Responsible for proper key control and maintain a clean and organized workspace
  • Must wear a uniform and nametag, and comply with hotel and brand standards
  • Ensure compliance with all company policies and procedures
  • Work closely with the sales team to capitalize on revenue opportunities
  • Have a good understanding of the Property Management System (PMS)
  • Be willing to work any shift and fill in when other associates are unable to work
  • Continue working until the next shift arrives
  • Send a daily end-of-shift report to the supervisor and copy to the General Manager
  • Must embody the Mission, Values, and Vision of Indus
  • Maintain personal cleanliness and adhere to hotel standards
  • Education/Experience: Customer service experience or hotel front desk experience preferred
  • Language Skills: Excellent interpersonal and communication skills, with proficiency in the English language
  • Customer Satisfaction: Our customers are our top priority. One of the keys to a positive guest experience is positive interaction with our staff. It is essential that you remain professional at all times, and treat all guests and associates with courtesy and respect, under all circumstances. Every Indus Hotels/Individual Hotel associate is a guest relations ambassador, every working minute of every day.
  • Work Habits: In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance. You should be adaptable to change in your work area and in hotel procedures, with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job, and ask for help whenever you are unsure how to do something.

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