Front Desk Attendant

Description

Summary

The Front Desk Attendant is responsible for greeting guests and managing all aspects of their accommodation while providing excellent customer service.

Essential Functions

• Greet and interact with guests in a warm, friendly and professional manner.
• Use computer system to make reservations, check-in and check-out hotel guests, and process payments.
• Provide highest level of service by anticipating, listening attentively, and responding promptly to guests’ needs.
• Promptly handle guest service requests and guest complaints to meet and exceed guest expectations.
• Take call-in amenity and hospitality orders and organize deliveries to guests.
• Answer guests’ questions and assists them with their needs, ensuring all requests are followed through and completed.
• Provide a professional and immediate response to guests concerns. 
• Escalate to the Manager on Duty situations where guests are dissatisfied or experiencing a problem and assist with a resolution.
• Answer and direct all external incoming telephone calls using professional telephone etiquette.
• Take requests for wake-up calls and follow through to ensure guests receive their wake-up call at the requested time.
• Maintain up-to-date knowledge of all hotel and area events and activities so that guests will receive accurate and prompt information when requested.
• Work in cooperation with other departments to ensure a positive guest experience.
• Perform tasks such as answering phones, maintain a cash drawer, operate office equipment.
• Ensure guest and hotel safety by knowing all safety, security and emergency procedures.
• Respond to emergency situations calmly and effectively, according to hotel guidelines.
• Post room service charges, settle tickets, complete employee financial and closes day procedures.
• Follow all accounting procedures according to guidelines to ensure proper revenues and payment on accounts are received and credited.
• Create an organized work environment by completing shift checklist and following through on responsibilities.
• Help to identify process problems and deficient areas in the hotel and suggest solutions for permanent fixes.

Requirements

Required Skills & Experience

• Strong verbal and written communication skills.
• Strong computer skills.
• Customer service experience preferred.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment.

Physical Demands

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle or feel objects, tools or controls; reach with hands and arms; climb stairs; communicate or listen. The employee must occasionally lift or move office products and supplies, up to 20 pounds.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.