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Client Relations Specialist

2 months ago

Des Plaines, Illinois, United States United Service Companies Full time
Position Overview

The Hospitality Front Desk Associate is responsible for executing all front desk operations, including welcoming guests, addressing inquiries, managing check-ins and check-outs, handling phone calls, and facilitating reservations. This role also ensures the reception area is tidy and well-organized.

Key Responsibilities

The following outlines the primary responsibilities; additional tasks may be assigned as necessary.
  • Greets hotel guests and visitors with a friendly demeanor, identifying their needs and providing appropriate assistance.
  • Responds to all incoming calls in a timely and professional manner, maintaining a positive attitude while assisting callers. If unable to assist, accurately directs the caller to the appropriate department or takes and relays messages.
  • Inputs and updates information related to guest registration, billing, room assignments, or cancellations.
  • Manages guest requests within reason (e.g., making dining reservations, arranging transportation, recommending local attractions, etc.).
  • Oversees room inventory and availability.
  • Understands the hotel's credit policies.
  • Familiar with hotel offerings, pricing, and promotional programs.
  • Distributes mail and packages for guests.
  • Conducts regular checks of supplies and equipment during each shift.
  • Completes the checkout process for departing guests.
  • Balances departmental accounts and prepares necessary documentation.
  • Safeguards guest keys and cash drawer; verifies cash at the end of each shift.
  • Monitors guest accounts and reports any significant changes or suspicious activities to a supervisor.
  • Performs a detailed audit of shift activities and reconciles daily work with computer records.
  • Addresses guest requests and complaints in collaboration with relevant departments.
  • Knowledgeable of emergency procedures and protocols.
  • Communicates all guest and employee matters with management on duty.
  • Maintains the cleanliness and organization of the reception area.
  • Coordinates maintenance tasks with housekeeping and maintenance personnel.
Additional Responsibilities
  • Opens and closes the hotel as required.
  • Participates in the hotel management on duty program if recommended.
  • Engages in special projects and other responsibilities as assigned.
  • Performs other duties as directed by management.
Managerial Responsibilities
  • No direct reports.
Essential Skills and Qualifications
  • Proficient in Microsoft Office applications.
  • Exceptional interpersonal skills with a positive, outgoing, and inquisitive personality.
  • Ability to collaborate effectively with team members.
  • Demonstrates a high level of computer proficiency.
  • Capable of maintaining composure in high-pressure situations and exercising sound judgment.
  • Effectively addresses challenges in a professional manner and communicates solutions.
  • Flexible availability, including nights, weekends, and holidays.
Education/Certifications/Experience
  • High School Diploma or GED.
  • Previous experience in hotel front desk operations.
  • Training in guest relations.
  • Experience in the hospitality industry in a similar role is preferred.
Language Proficiency
  • Excellent reading, writing, and verbal communication skills in English.
Physical Requirements

The physical demands and environmental factors described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Ability to stand for extended periods.
  • Repetitive use of hands and fingers for computer operation.
  • Occasional sitting for paperwork completion.
  • Ability to push/pull carts as necessary.
  • Capability to lift or move objects weighing up to 50 lbs.
  • Continuous standing and walking for 4-5 hours at a time.
  • Frequent bending, kneeling, and navigating stairs.