Job description
The Front Desk Attendant position is responsible for ensuring all guests are assisted in a prompt, efficient, courteous, and professional manner. Front desk attendants adhere to all hotel policies, procedures, regulations and standards, as well as, guarantee front desk operations are flow in a manner that is conducive to our guests’ needs.
- Be prepared to perform all front desk functions, including switchboard, business center and guest relations.
- Ensure smooth check-in and check-out of all guests through properly handling guest accounts.
- Ensure that all supplies are well-maintained.
- Ensure that all due-outs for the day are cleared and do not carry any unusual outstanding balances.
- Check the information board, daily event sheet, be up to date and informed about daily operations.
- Be knowledgeable about etiquette and protocols.
- Use your PMS password with discretion; always log off terminal when not working.
Service Orientation
- Deal with any guest requests and problems and satisfy their needs within acceptable guidelines.
- Ensure that all Reward Members, VIP guests and repeat guests are identified; recognized, pre-blocked and special treatment is brought to the room.
- Keep hotel function directory current.
- Assist all associates with questions and/or problems which might occur.
- Be present and visible at the front desk to ensure efficient and smooth service is provided to all customers.
- Assist with housekeeping, laundry, auditing, and breakfast when needed.
- Ensure that work area is always clean, neat and organized.
- Follow hotel and company policies for bank drop procedures at end of each shift.
- Complete work or special projects as assigned and adhering to due dates and deadlines.
- Be familiar with all emergency plans and be able to act upon them.
Initiative, Problem-Solving, and Decision Making
- Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of hotel, etc.
- Develop knowledge about frequent guests and their special requests and needs.
- Provide a gracious and aggressive hospitality towards all customers. Be highly familiar with and adhere to all policies, procedures and standards.
- Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments.
- At all times strive to represent hotel and brand in the most professional, courteous manner
Required Qualifications
- High school diploma or equivalent
Knowledge, Skills and Abilities
- Communications Proficiency
- Technical Capacity
- Leadership
- Teamwork Orientation
- Performance Management
- Results Driven
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