Hotel Front Office Associate
2 months ago
As a Front Desk Agent, you will play a crucial role in creating a welcoming atmosphere for our guests. Your primary responsibilities will include welcoming and registering guests, ensuring exceptional service throughout their stay, and managing the guest's account upon departure. Key duties involve handling reservations, acting as a hotel operator, and performing concierge tasks. You will strive to provide attentive, courteous, and efficient service to all guests, while also maximizing room revenue and occupancy rates.
Qualifications & Experience
- A High School diploma or equivalent is required; coursework in a related field is advantageous.
- Prior experience in the hospitality industry or a related field is preferred.
- A positive attitude and a strong desire to deliver excellent customer service are essential.
- Ability to manage multiple tasks, pay attention to detail, and solve problems effectively is necessary.
- Clear communication skills are required to convey information and ideas.
- Quick and accurate decision-making skills are important for evaluating various options.
- Ability to perform well under pressure in a fast-paced environment is crucial.
- Skills in identifying, preventing, and resolving workplace issues are necessary.
- Strong listening skills to understand and clarify concerns raised by guests and colleagues.
- Competence in handling financial information and basic arithmetic is required.
- Ability to read, comprehend, and write simple instructions and correspondence.
- Logical thinking skills to define problems, gather information, and draw valid conclusions.
- Familiarity with Microsoft Office suite is beneficial.
- Willingness to work a flexible schedule, including evenings, weekends, and holidays.
- Understanding of hotel products and guest services is preferred.
- Ability to contribute to a positive work environment is important.
- Approach all interactions with guests and team members in a friendly, service-oriented manner.
- Maintain high standards of personal appearance and grooming, adhering to uniform guidelines.
- Ensure regular attendance in line with company standards, adapting to hotel needs.
- Comply with company policies and regulations to promote safe and efficient operations.
- Greet and welcome all guests at the Front Desk, maintaining a warm and friendly demeanor.
- Oversee the proper operation of the telephone switchboard, meeting performance standards.
- Handle requests for information, mail, and messages efficiently and courteously.
- Respond to guest inquiries regarding hotel services, facilities, and operational hours.
- Provide information about local attractions, dining, and entertainment options.
- Foster good communication and teamwork with colleagues across departments.
- Stay informed about rates, packages, promotions, and in-house groups.
- Gather necessary information for room reservations and follow appropriate procedures.
- Be knowledgeable about company policies and hospitality terminology.
- Assist in emergency procedures as required.
- Manage check-ins and check-outs in a friendly and efficient manner.
- Operate all relevant aspects of the Front Desk computer system proficiently.
- Ensure timely logging and delivery of packages, mail, and messages to guests.
- Utilize proper communication etiquette when using two-way radios with team members.
- Deliver guest items such as luggage, newspapers, and amenities as requested.
- Maintain up-to-date knowledge of property amenities and local events.
- Perform additional duties as assigned, including assisting coworkers and maintaining cleanliness.
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