Job Title: Front Desk AssociateReports To: General ManagerFLSA Status: Non-ExemptShifts/Days: 3-4 days per week (20-32 hrs), weekend and holidays required, Rotating shifts which include 7a-3p, 3p-11p and 11p-7a.Summary: The Front Desk Associate is responsible for ensuring guests are checked in and out of the hotel while answering any questions or concerns guests or visitors may have.Essential Duties and Responsibilities:Processes guest check-in and check-out in a professional, hospitable, and friendly mannerEnforces and executes all cash handling, check, and credit policies to accurately balance transactions, charges and payments, and guest billingDelivers all guest messages, mail, and packages in a timely mannerGreets persons entering establishment immediately and directs or escorts them to specific destinationsOperates front desk equipment including but not limited to: Switchboard and PMS. Operates all ADA Compliant devices including pool lift and TTY accessibility suitcaseMaintains consistent communication especially with all departmentsCompletes necessary shift paperwork and ensures accuracy on shift checklist, log book, courtesy call back log, bank/shift sign-over, adjustment log, vendor log, and all other forms, reports or checklists assignedCloses guest accounts at time of check out and assures satisfactionResearches and attempts to resolve guest complaints or problems within the established guidelinesAssists with cleaning up the lobby and monitoring the breakfast barPerforms an average score of at least 8 on two test calls per quarter if testedProduces 3 potential sales leads through internet research each weekCompletes coaching calls if requiredStocks and maintains product inventories for Suite Shop/MarketPerforms all other duties as may be assignedRuns Night Auditor duties and preps for breakfast during 11pm-7am shiftCompletes all required Marriott and franchise training.Other opportunities in other departments, as needed.Competencies:Customer Service - Manages difficult or emotional client and employee situations; Responds promptly to client and employee needs; Solicits client feedback to improve service; Responds to requests for service and assistance; Meet commitments.Safety - The employee is safety conscious about the work environment and equipment. The work area is free of debris to prevent trip and slip hazards. All safety guards and other safety devices are in its proper location, are functional, and utilized effectively on a consistent basis.Language Skills: Ability to read, analyze, and interpret documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to interact clearly and effectively, in both written and oral communication, with supervisor, clients, staff, vendors, etc.Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics.Professionalism - Approaches others in a tactful manner; Reacts well under pressure.Time Management – Prioritizes work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.Qualifications:Education and/or Experience: High School Diploma (or GED or High School Equivalence Certificate) preferred.Computer and Equipment Skills:General computer knowledge including but not limited to: Excel, Word, Microsoft Outlook, Access database, Adobe, and Internet Explorer. Website training a plus. Must be able to operate a calculator, fax, and printer.Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job requires the employee to regularly talk or hear and frequently to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to sit, stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, far vision, color vision, peripheral vision, depth perception, ability to adjust focus, climbing stairs, grasping, and pushing/pulling.
