FRONT DESK ASSOCIATE
On-siteSanta Fe, New Mexico, United States
Job Summary
Provide prompt, friendly, and professional guest service by performing check-ins and check-outs, registering guests, issuing room keys, and answering phones. Act as Manager on Duty when scheduled, process cash and credit card transactions, and handle guest complaints to ensure satisfaction. Register guests, issue room keys, provide information on hotel services and local area, and upsell rooms to maximize revenue. Be proficient on the Property Management System and front office equipment, including credit card machines, copiers, and faxes. Complete brand trainings, log events in the communication log, and ensure lobby and public area appearance. Process cancellations, modifications, and guaranteed reservations while maintaining guest and employee safety. Work weekends and holidays from 4:00pm to 12:00am, five nights per week.
Required Qualifications
- High school diploma or equivalent
- Ability to speak fluent English
- Stand for long periods of time behind the desk and front office areas
- Carrying or lifting items weighing up to 50 pounds
- Handling objects, products, and computer equipment
- Willing to work weekends, and/or holidays
- Schedule is 4:00pm to 12:00am
- 5 Nights per week
- Be proficient on the use of the Property Management System
- Completion of all brand trainings for their discipline
- Required to log on to Brand Portal
- Have a good understanding of all of hotel operating procedures
- Accurately process all cash and credit card transactions in accordance with the established procedures
- Be proficient on the use of all front office equipment such as credit card machine, copier, and fax
- Be willing and able to work any shift
- Have complete knowledge of room types and offered rate plans
- Fully understand the hotel's franchise policy on guaranteed reservations and no- shows
- Process cancellations and modifications to reservations
- Ensure the proper appearance of the lobby and all public areas, including the breakfast area
- Ensure processes are followed to protect the identity, safety and security of the guests and fellow employees
Desired Qualifications
- Bilingual (English/Spanish) preferred
- Strong computer and typing skills, tech-savvy
- Excellent communication and customer service skills
- Pleasant personality
- Good team player
- Good listener
- Well-groomed and professional appearance
- Open with praise and discrete with criticism
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