What are the responsibilities and job description for the Front Desk Associate position at Midcoast Hospitality Group?
Position Summary:
The Front Desk Associate is a front-line position that must provide exemplary service to all guests from first impression to last wave goodbye. A positive, outgoing and even-tempered attitude is imperative for this position, as this representative will reinforce our stellar reputation and keep visitors coming back to the property.
Essential Duties and Responsibilities:
- Market the property over the phone/via email, with thorough understanding of views, room layouts and rates
- Book and confirm reservations
- Log any pre-arrival requests
- Greet, register and assign rooms to guests
- Answer inquiries pertaining to hotel services, amenities and policies; make recommendations, book reservations and give directions to local activities, shopping, dining, or entertainment.
- Be familiar with our property management system
- Post charges, such as those for rooms, food, liquor, and gift shop to ledgers through our property management system
- Record guest comments or complaints, referring customers to managers as necessary
- Review accounts and charges with guests during the check-out process
- Collect payments, and make change for guests
- Advise housekeeping or maintenance staff to any issues with guest rooms
Non-Essential Duties and Responsibilities:
- Performs other duties as assigned by the Guest Services Manager, General Manager or Ownership.
General Expectations
- Be committed to the Company’s mission, vision and values.
- Interact harmoniously and effectively with others, focusing on the attainment of Company goals and objectives through a commitment to teamwork.
- Provide the highest level of customer service possible.
- Follow established policies and procedures and comply with all safety requirements.
- Communicate in an open, respectful and honest manner with everyone, inside and outside the organization.
- Communicate proactively with management, staff, and ownership regarding work flow, problems, suggestions, etc.
- Conform to acceptable attendance/punctuality standards as expressed in the Employee Handbook.
- Perform the required amount of work in a timely fashion with a minimum of errors.
- Be neat and maintain personal appearance and hygiene as appropriate to the position.
- Adhere strictly to confidentiality of customer, co-worker and internal business information.
Physical Requirements:
The physical requirements described here are representative of those that must be met by the Incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to speak or listen, stand and walk, climb stairs, and bend, stoop, crouch, balance, twist, climb, and reach overhead and forward with hands and arms. Frequent prolonged periods of standing/walking, occasionally sitting and using computer keyboard and mouse. Hand and finger dexterity, motor control and eye/hand coordination is needed. Vision requirements include: close vision, distance vision, depth perception, and the ability to adjust focus. Must be able to lift and carry up to 25 pounds.
Work Environment:
The work environment characteristics described here are representative of those the incumbent encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is performed mostly inside with occasional exposure to the elements. Work may require frequent weekend and evening work. Schedule varies according to operational needs; may include early mornings, evenings, weekends, holidays, and split-shifts, generally requiring 40 hours per week. Hazards include, but are not limited to stress, lifting injuries, exposure to unsanitary materials, slips, and tripping.
Qualifications Needed for Position:
Experience and Skill Requirements: The following experience and skills are considered essential:
- Excellent customer service and sales skills.
- Previous Guest Services experience in a luxury property preferred.
- Property Management Software experience preferred.
- Excellent written and verbal communication skills, conveying information and ideas clearly.
- Proficient with Microsoft Office
- Ability to work with a variety of colleagues and guests.
- Ability to take and give direction.
- Neat, courteous, and able to meet the public with poise.
- Ability to remain calm, courteous, and professional with demanding guests and in difficult situations.
- Demonstrated initiative in job performance, including the anticipation of what needs to be done before it becomes necessary.
- Time management and prioritization skills, including the ability to meet deadlines.
- Flexible and able to adjust to changing priorities.
- A team player, who is flexible and willing to help support MHG’s goals; ability and willingness to support sister hotels rooms’ operations.
- Self-direction, organization, motivation and attention to detail required.
- Excellent knowledge of the English language.
Education Requirements: The following education requirements are considered essential:
- High School diploma, general education degree or international equivalent required. College degree preferred.
The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required. ** All requirements and skills are considered to be essential, unless otherwise indicated. **
External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis. The job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
Midcoast Hospitality Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Salary : $16 - $18