Front Desk Representative

3 days ago

Aspen, Colorado, United States The Little Nell Full time
Job Summary

The Front Desk Agent will provide exceptional guest service, ensuring a warm and welcoming experience for all hotel guests. This role involves registering guests, presenting statements, and collecting payment for departing guests. The successful candidate will be available to work a variety of shifts, including mornings, afternoons, and evenings, five days a week.

Key Responsibilities
  • Display a friendly, courteous, and professional demeanor at all times when interacting with guests and colleagues.
  • Maintain a positive working culture and professional relationships with all personnel.
  • Perform job responsibilities in accordance with Forbes 5* Standards.
  • Welcome and register hotel guests, ensuring a seamless check-in experience.
  • Check guests out of the hotel in accordance with established procedures.
  • Work closely with the Bellman to coordinate the efficient handling of guest luggage on both check-in and check-out.
  • Manage guest billing and ensure that guest folios are correctly settled prior to departure.
  • Maintain and update the hotel's Guest History.
  • Coordinate with other departments to meet the daily needs and special requirements of all hotel guests.
  • Record any guest complaints or problems and notify the appropriate individuals.
  • Select and block rooms for arriving guests, book same-day reservations, pre-register guests as required, escort guests to their rooms, and notify managers of arrivals as requested.
  • Be familiar with room and rate availability for current and future dates.
  • Accept reservations, changes, and cancellations in accordance with procedures in the absence of reservation personnel.
  • Familiar with PBX and Night Audit shift responsibilities and cover shifts as required.
  • Relieve the Concierge Desk when needed and have knowledge of guest-related concierge duties.
  • Distribute hotel keys as necessary.
  • Be knowledgeable about all group and catering events and locations within the hotel.
  • Understand the Hotel Management System as it relates to check-in and check-out procedures.
  • Run daily reports as necessary.
  • Make change, issue safety deposit boxes, post charges, reconcile daily work, and make deposits in accordance with established procedures.
  • Responsible for maintaining the cash bank and daily settling of the cash bank.
  • Make managers aware of guest comments and complaints.
  • Report to work in a neatly groomed and acceptable manner as outlined in the employee handbook.
  • Report to shift on time.
  • Comply with all policies and procedures for the Front Office Department, The Little Nell, and Aspen One.
  • Familiar with hotel fire and safety procedures.
  • Assist in emergency and security procedures as directed by management.
  • Complete tasks and projects delegated by your manager and assist other departments as business volumes and staff levels demand.
Qualifications
  • College degree preferred.
  • Previous front desk experience is helpful.
  • Excellent written and spoken English.

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