Front Desk Associate
TBC Hotels
Raleigh, NC, US
Full-time
Part-time
Job Description
Job Description
Description :
The Front Desk Associate plays a crucial role in creating a positive and memorable experience for guests, contributing to the overall success of the hotel's operations and reputation.
They are the first point of contact for guests, providing a welcoming and efficient experience throughout their stay. This role requires exceptional customer service skills, attention to detail, and the ability to handle various tasks simultaneously while maintaining a positive attitude.
Duties / Responsibilities :
- Greet guests warmly and ensure a smooth check-in process.
- Verify guest information and process reservations accurately.
- Collect necessary payments and issue receipts during check-out.
- Address guest inquiries and provide information about hotel amenities, policies, and local attractions.
- Handle room reservations, modifications, and cancellations effectively.
- Collaborate with housekeeping to manage room inventory and ensure timely availability.
- Provide excellent customer service by promptly responding to guest inquiries, concerns, and requests.
- Assist guests with luggage, transportation arrangements, and other needs.
- Resolve guest complaints or issues professionally and promptly, ensuring guest satisfaction.
- Communicate effectively with other hotel departments to ensure smooth operations.
- Relay messages, package deliveries, and special requests to appropriate personnel.
- Collaborate with colleagues to ensure a seamless guest experience.
- Assist with preparing and distributing daily reports, including room occupancy and revenue summaries.
- Handle cash, credit card transactions, and other forms of payment accurately.
- Reconcile cash drawer at the beginning and end of each shift, following established procedures.
- Follow security protocols to ensure the safety of guests and hotel property.
- Monitor and control access to the hotel premises, adhering to security policies.
- Promote hotel services, amenities, and special offers to guests.
- Upsell room upgrades, dining options, and other hotel services to enhance the guest experience.
Job Type : Full Time and Part Time Positions Available
Requirements :
Required Skills / Abilities :
- Excellent communication and interpersonal skills.
- Strong organizational and multitasking abilities.
- Problem-solving skills and the ability to handle challenging situations with composure.
- Customer-focused attitude and a commitment to providing exceptional service.
- Physical presence and approachability are important for creating a welcoming atmosphere and providing personalized assistance to guests.
- Effective verbal communication skills to interact with guests and team members professionally.
- Adherence to the hotel's dress code and maintaining a neat and professional appearance at all times.
- Reliable and punctual.
Education and Experience :
- Experience in hospitality / hotel environment, a plus.
- Previous experience in customer service or front desk operations is preferred.
- High School graduate or G.E.D. equivalent required.
- Read, write, and speak English fluently.
- Flexibility to work shifts, including weekends and holidays, based on the hotel's operational needs.
- The ability to multitask and manage time effectively is essential to handle various guest requests, administrative duties, and communication simultaneously.
- Proficiency in using computer systems and software, including property management systems (PMS) and Microsoft Office Suite.
Physical Requirements :
- Required ability to often stand for extended periods, especially during peak check-in and check-out times.
- Able to move around the front desk area, lobby, and adjacent areas is essential for attending to guest needs, delivering messages, and coordinating with other hotel departments.
- Comfortable with the occasional lifting and carrying of luggage, packages, or other items for guests, especially when assisting with check-in or check-out.
Able to lift up to 30 lbs.
- Capable of performing repetitive tasks such as typing, data entry, and using a computer for extended periods, as well as the use of telephones and other communication devices.
- Able to have clear vision for necessary reading of guest information, documents, and computer screens.
- Able to have good auditory perception for effective communication with guests and colleagues, as well as for responding to telephone inquiries and alarms.
- Capable of operating office equipment, such as printers and key card systems
30+ days ago