JOB DESCRIPTION

JOB TITLE: Front Office Guest Attendant

USUAL TIME OF WORK SHIFT: Varies with facility needs. Full-time or part time positions, variable hours per week.

BREAKS: Two breaks, and one ½ hour lunch, depending on shift.
OVERTIME: As necessary

MACHINES USED: Office machines, tools, and equipment, desktop or laptop computer.

TOOLS USED: General clerical office tools

ASSISTIVE DEVICES: Wheeled pushcarts

SAFETY CLOTHING/EQUIPMENT: N/A

SKILLS & ABILITIES REQUIRED: Speak, read, write, and understand the primary language(s) used in the workplace. Bilingual a plus.

DESCRIPTION OF WORKPLACE/WORKSTATION:
The work takes place at a variety of office locations within a hotel facility. The surfaces at the office locations are level, carpeted, tiled, or have wood flooring. All of the work locations are well-lit and temperature controlled. The Front Desk Associate/Desk Service Associate may be exposed for limited periods of time to various weather conditions when ambulating from parking lot to office areas, building to building or other outdoor areas. The position may require the operation of a motor vehicle, as assigned.

DESCRIPTION OF JOB TASKS/PURPOSE:

The Front Desk Associate/Desk Service Associate performs a variety of services for guests. Primarily, he/she registers arriving guests, assigns rooms, and checks guests out at the end of their stay. The Front Desk Associate/Desk Service Associate also keep records of room assignments and other registration information in a computer database. When guests check out, the Front Desk Associate/Desk Service Associate prepares and explains the charges, as well as processes payments. He/She represents the establishment, and attitude and behavior greatly influence the public’s impression of the establishment. When answering questions about services, check out times, the local community, or other matters of public interest, the Front Desk Associate/Desk Service Associate must be courteous and helpful. Should guests report problems with their rooms, the Associate contacts members of the housekeeping or maintenance staff in order to correct them. When necessary, the Associate will deliver basic necessities (i.e., toiletries) to guests if no other staff member is available. Depending on the property, additional responsibilities may include: Front Office Operations, Information and Services; basic bookkeeping; Advance Reservation Agent; cashier; and telephone multi-line operation.

MAJOR JOB FUNCTIONS:

1. Provide the highest quality of service to the customers at all times.
2. Greet customers immediately with a friendly and sincere welcome.
3. Utilize guest's names in interactions whenever possible.
4. Promptly respond to all guest-related concerns including but not limited to complaints and special requests.
5. Have a thorough knowledge of emergency and security procedures.
6. Know how to clean guestrooms to standards.
7. Know how to perform basic routine maintenance as well as how to properly operate all mechanical units within the guestroom.
8. Know how to operate all laundry equipment.
9. Keep maintenance personnel informed of all maintenance needs.
10. Proper uniform attire must be worn at all times in accordance with Blackstone Hospitality Group and your hotel's brand standards.
11. Personal cleanliness and neat appearance are required. Shoes must be low heeled and have heels and toes closed.
12. Practice safety standards at all times.
13. Be able to move miscellaneous items weighing up to 40 lbs. Please inform property management if you are unable to meet this requirement so they can determine if a reasonable accommodation can be made.
14. Associates may be required to work varying schedules to reflect the business needs of the hotel.
15. Regular attendance in conformance with the standards, which may from time to time be established by Blackstone Hospitality Group is essential to the successful performance of this position.
16. Check guests in and out in an efficient and friendly manner.
17. Post guest changes and compute guest bill using the brand specific PMS. Collect payment and make change for hotel guests following all cash handling procedures as required by Blackstone Hospitality Group.
18. Promote the hotel’s marketing programs..
19. Track business via the recording of appropriate corporate/leisure information within the PMS system.
20. Maintain a positive, interactive relationship with any property-based BHGI sale personnel.
21. Handle guest mail and messages per established procedures.
22. Develop a thorough knowledge of hotel staff, room locations, room rates, amenities and selling strategies.
23. Take reservation requests efficiently.
24. Answer switchboard in accordance with standards of proper telephone etiquette.
25. Block rooms and handle special requests.
26. Monitor room availability.
27. Handle safe deposits by guests per established procedures.
28. Keep lobby and guest areas clean and presentable.
29. Offer and properly handle wake-up calls.
30. Open and close shift; make cash drops.
31. Ensure all credit cards, cash, and change fund are balanced throughout each shift.
32. Ensure we have appropriate signatures/authorization prior to processing any credit card transactions.
33. Monitor the intake of currency to protect against counterfeit bills.
34. Inform management of any guest or systems related complaints or problems.
35. Communicate with incoming staff and management by logging pertinent information in the front desk log.
36. Pass on guest lost and found inquiries to management.
37. Monitor and maintain an adequate amount of office supplies such as folio paper, registration slips, and pens to ensure smooth and continuous operations.
38. Develop and maintain a working knowledge of local attractions, restaurants, and area business.
39. Develop and maintain a basic knowledge of major interstates and other roadways to assist in offering directions.
40. Send and receive facsimiles for guests.
41. Other duties deemed necessary by management that are within the associate’s abilities.

Associate must adhere to all work rules, procedures, and policies established by the company including, but not limited to, those contained in the Associate handbook.

Must be willing to perform other duties as assigned, of which the associate is capable.

Job Types: Full-time, Part-time

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