Front Desk Associate
The Front Desk Associate is responsible for kicking off the beginning of a guests exceptional stay by being the first point of contact, making the best impression, accommodating the requests and needs of the guest, and providing them excellent accommodations, a stage set by fellow team members.
Department:
Front Desk
FSLA Status
Non-Exempt
Supervisory Responsibilities:
None
Duties/Responsibilities:
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Manages the day-to-day responsibilities associated with accommodating guests arrivals, departures, and requirements during their stay at the hotel.
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Greets all guests with a smiling friendly manner.
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Ensures efficient and professional guest registration, check-out, and telephone service.
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Takes every opportunity to upsell every guest.
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Stays current on all Loyalty Program benefits, recognizes loyalty member guests as they check in, and offers a sign up to any non-program guests.
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Issues room key cards following the appropriate security procedures of the hotel.
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Answers all incoming phone calls, schedules, cancels, modifies, and confirms reservations.
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Receives guest calls regarding lost and found, track, locate, and ship to guest according to hotel procedures.
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Transmits and/or receives messages for any in-house guest.
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Follows Front Desk shift checklist.
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Possesses complete knowledge of the hotel Property Management System, printing and monitoring scheduled arrivals.
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Runs high balance and credit card report to monitor issues and secure authorization.
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Takes requests for wake up calls and enters each accordingly.
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Keeps records of occupied and vacant rooms, guest accounts, and processes payments.
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Confers with staff members to assist guests as needed and follows through until completion.
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Achieves the propertys monthly goal for guest satisfaction scores.
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Answers inquiries pertaining to hotel services and area attractions.
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Handles complaints efficiently and courteously, listening carefully to the guests problem, taking immediate personal responsibility, if possible, to find a resolution, or involve the appropriate personnel who can enact a solution to the issue.
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Observes proper key control and guest privacy protocol.
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Coordinates with Housekeeping on room statuses frequently throughout the day.
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Actively follows the status of scheduled groups and function calendar.
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Stays knowledgeable of fire panel functions and location of water shut off.
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Notifies Maintenance of any reported room issues.
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Possesses and maintains thorough knowledge of hotel services, facilities, policies, room rates, and area attractions.
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Knows how to operate PMS, and other front office equipment.
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Obtains and verifies all documentation for tax exempt status and corresponding binder which may be audited.
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Provides detailed shift report.
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Makes sure the TVs are on designated stations and at appropriate volume levels.
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Fronts the sundry shop during any down time.
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Monitors and requests reorder of supplies for the Front Desk and Back Office.
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Delivers items to guestrooms as requested.
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Performs any other tasks requested during the overnight shift.
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Follows all OSHA/HAZCOM procedure.
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Wears appropriate brand required uniform and name tag during all scheduled shifts.
Required Skills/Abilities:
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Detail oriented and thorough
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Excellent written and verbal communication skills
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Active listening
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Service Oriented
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Coordination
Education and Experience:
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High school diploma or equivalent
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Three months of related experience
Physical Requirements:
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Prolonged periods standing and working at a computer screen
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Must be able to lift and carry up to 25 pounds at a time
Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
Brand: Holiday Inn Express & Suites
Address: 2000 6th Street North Columbus, MS - 39701
Property Description: Holiday Inn Express & Suites - Columbus North
Property Number: UBSSN