front desk agent

housekeeper

night auditor

front desk receptionist

breakfast attendant

Choice Hotels

I was hired in what I was told was a “very busy department” however I didn’t get clear training and was simply told to continue “shadowing” for about 2 straight months. The workflow was also much less than expected, but instead of the manager or supervisor allocating tasks for my new role, I was instructed to go around and ask fellow employees to share their work with me. Not sure if it was a job security thing but people rarely wanted to give me anything to do, so I sat twiddling my thumbs after exhausting all of my options, including going to other managers offering to run reports and other tasks not in my job description. That being said there was constantly a learning curve. When employees didn’t want to “share” their work, I was then accused by the supervisor of REFUSING work - which infuriated me because I shouldn’t have been expected to come in and seek out work to do every day in the first place, not to mention it was simply something one other employee said about me who never liked me from the start - see below about teenage girl behavior. Supervisor also played favorites and had no qualms showing who those favorites were. She also acted extremely unprofessionally more times than I can count, gossiping about certain people to other employees behind their back, or calling people out right in front of others unnecessarily. A lot of the people in management will act erratically and then you see them get promoted - it’s crazy. A lot of employees under such poor management act like teenage girls, starting drama and being rude right to others faces when they feel like their “circle” is being infiltrated by a new employee - again, maybe a job security thing. But knowing management will do nothing to reprimand this behavior only exacerbated those situations. Work/life balance honestly depends on the department you’re in and even when it’s at 100%, it isn’t worth the drama and poor leadership that you get from the top. Promotions - especially into management - should be based on far more than just how many years you’ve worked there. 

• Answered the Customer Service Hotline on a Tier 2 level consisting of over 400 remote & local clients to support Windows 7/XP & OSX operating systems, Citrix, Microsoft Office 2010 - 2007, Office 2011, 2004 & X for Macs / Corel Word Perfect 2000, Sales Logix, Act 2005, Microsoft CRM Dynamics, Smart Phones with Exchange email, Internet Browsers configuration, proprietary programs, wireless & cisco anyconnect vpn issues with Corporate and remote users.
• Working closely with Telecomm to Setup / Troubleshoot Headsets, Cisco IP Phone / Video Conferences using Life Size, and Webinars.
• Mass deploying images using Ghost multicast and SCCM technology and Hard Drive Encryption.
• Working closely with People Soft Financials Admins / Programmers and Oracle 11 DBA to resolve People Soft Issues.
• Working closely with network administrators and Corporate Service Desk to resolve client issues in a timely manner.
• Verified client information, Creating / Updating / Closing work request from a detailed description of computer problem using Maximo Service Desk tracking system.
• Troubleshoot and configured Software / Hardware of various Dell/ MAC PowerBooks Laptops / Desktops models with various peripherals and network printers and also ensured a proper LAN / Exchange Email access by remote or local usage using Dial UP or Wireless and VPN connections.
• These technical problems were resolved using the following methods: over the phone, remote control program, or on a one on one basis with desk side support

My coworkers are fine.

Unsupportive management – on many occasions management has refused to support the workers at the front desk, leaving us to deal with unruly guests, very long lines and situations beyond our control. Many times, guests are rude and abrasive and management has refused to offer help in alleviating the matter. Management refuses to hire new employees and or provide enough coverage for those of us on the clock where many times if you are working you must be okay with missing your breaks and or going to lunch late (or not at all), which in turn penalizes the company and can cause a write up for the employee. Rules consistently change, there have been many times where management will change the rules or expectations of the front desk employees in a way that causes confusion and or prevents us from effectively doing our job and enjoying our time at work.
Lack of communication – communication has not been clear and changes from one manager to the next. In the year and 4mo. I worked for the company we had gone through 4 general managers and lost our assistant general manager and each time a new manager had come on board all the rules and the way we do things changed. This not only causes frustration with the staff but also the returning guests.
Insufficient wages – the starting rate of pay is not enough to cover the current cost of living, which is not enough for anyone to rely on. The uncertainty of any kind of rate adjustment in the future left me with little to no motivation to continue employment with the company.

Must have good communication skills, reliable transportation, possess a positive attitude even when it might not be so cause you will represent the brand. Should always being focused and aware of your surroundings cause you never know who or what comes through the doors. an ideal candidate would be detail oriented and be able to work all the time. while working for a hotel you will learn a lot and depending on the current supervisors and managers you will be able to advance and move up in the business. during my two years working for the company I had three different general managers as well as two different supervisors. sometimes you will experience that your boss or supervisors will not let you advance to a different position cause they either need you more for your current position or in my case that you work much harder/dedicated and more knowledgeable about the company then your fellow employees/employers which they will know, and not want you too be seen as a better work then themselves. often times when there is not enough staff you'll be asked to work a lot. for most hotels the busiest time of year is weekends, and times that an event accurse in your area. for some hotels during the winter time you'll experience a decrease in occupancy due too lack of thing going on in the area. In terms of the scheduling will vary depending on the amount of employees, and the amount of work is need. I really liked meeting knew people as well as the type of things you may experience.

I will start by saying I have been an Night Auditor for almost 8yrs in June. My typical night I come in, on time, I login to choice see my arrivals, and check in house if all accounts are accurate. I count my drawer, look at previous notes for reference.  I then start to set up breakfast. Takes bout 30 to 45 min. I check in guest with a warm smile. Make sure they have all their needs. At 3am I clean and mop. 4am I begin my audit. At 530am I start coffee, 6am start breakfast.  I count my drawer  relay any information needed to next employee.  I have learned in this business u can't trust no one. I am an dedicated,  team player, I take my job seriously.  I have taken Choice university Management clasess and employee classes in less than a week. Like I said a team player but sometimes u get taken advantage of and it makes me feel I can't grow here and u don't get rewarded for ur hard work or no guidance, no recognition. I can't go to Gm because when I do I feel no fight in her team.  If it was me I would always listen, and take care of the issue right away and inform my employee of the progress. The hardest part of the job is coming in and discussed why I left previous job and same thing is happening.  No accountability,  NO meeting, NO overtime even if u worked it. 2 properties of comfort. So I took those classes because I see a lot changes that need to happen and implement Accountability. Build your team up it's not just a job for me. 

Overall I enjoyed working at the Choice Corporate office.  

The highlight of my time at Choice was my Manager, they were extremely kind, inclusive, understanding, encouraging and flexible.   The business partners I worked with for the most part were also all great to work with. 

The company is lean, so most "teams" are usually a one person shop, hence things can feel siloed if an effort is not made and collaboration is key.   Things can be tougher in the beginning, due to the lack of people resources available, so if you do not take the initial effort to reach out and learn it can be challenging.  It is a sink or swim type of environment.  If you can get past that initial hurdle, you can really spread your wings and show your value to the business.  Since the company is more horizontal than vertical in structure, I think it is much easier to get exposure to higher level executives which gives the you the opportunity to advance your career.

Pay is subpar at best compared to the rest of the DC metropolitan area, but does align with the hospitality industry.  Benefits also are subpar and are lacking compared to its counterparts.

Overall can be a great place to start or finish your career if you love the hospitality industry!

A typical day started by clocking in,completing paperwork delegating each housekeepers checkout/stayover services to be completed for that day. Meeting together as a team discussing anything needed,handing out task sheets. I personally, chose to encourage chat with & amongst staff for a few minutes before going on the floor. I felt this helped keep a positive upbeat start to the day. The remainder of the day was checking that rooms were clean to standard,paperwork,updating front desk of room status,dealing with normal housekeeping issues (usually minor) guest complaints/requests,making sure all tasks are completed & collecting master keys. 
Management at the hotel where I was employed was great. Workplace culture was very positive and better than most in hospitality. The hardest part of the job was being understaffed at times making it stressful getting all rooms ready by check in time. It is a very busy hotel so even fully staffed during peak season getting rooms ready on time could be difficult but we got it done. The best part of the job was getting to mainly work independently & liking my coworkers.

Arrive at work at least 15 minutes before your shift begins (mandatory). Count down register, sign into system, consult with coworker you are relieving about any necessary information for running your shift, check communication log, begin your shift. You will be working alone if you work second or third shift. Second shift is the busiest, most demanding shift. Act as front desk agent, concierge, maintenance, and housekeeping as required. Assign rooms to new reservations, make keys prior to guest arrival, greet all guests entering their front entrance, check in anywhere from 2 to 80+ guests in a shift, take payment for new and in-house guests, answer phone calls, take reservations, answer inquiries, deliver requested amenities to guest rooms, keep stock of fresh linens , ensure clean public areas (i.e. lobby, elevators, front entrance, public restrooms, coffee bar, gym, etc.), maintain professional and welcoming, friendly demeanor at all times, respond immediately to complaints, etc. 

Days start early with alot of hard work.  In the beginning there was a feeling of comradery and we all helped each other out. Management was fair and often pitched in when necessary.  At the end the opposite was true.  Management was petty and dishonest with little or no regard for employees.  The hardest part of the job was the job itself, and being short staff.
The most enjoyable part of the job used to be the sense of doing a hard job and doing it well.  However, without the positive reenforcement of good management there is zero motivation.  It's important to feel your management team genuinely cares about you and has your back.  I sincerely believe that there is no room for pettiness and narcissism  in any workplace, especially one where such strenuous, hard, and physically demanding  work is the very nature of the job.  It's a shame they lost the loyalty, the team spirit, but it's downright sad the coldness and disdain that replaced it.

What is the best part of working at the company?
In reality, I have summarized, the years I've worked for several Choice hotels, not only in the Orlando area, but also in the Kissimmee area as well.

What is the most stressful part about working at the company?
The most stressful part about working at these companies, was when working overnight, without a security staff on hand, although after a while one learns to internalize the risks, and it usually turns out that the fear is greater than the reality, especially as most hotels are well lit, and are organized to mitigate unforeseen challenges.

What is the work environment and culture like at the company?
The work environment was usually cordial and respectful.

What is a typical day like for you at the company?
A typical day, would depend on the shift one is assigned, but essentially it involves, knowing how to best serve a guest, with whatever need they have from the time they make their reservation, and throughout their stay, to the time they checkout, with the hope that they had an enjoyable and pleasant stay.

Top Job Titles	Average Salary
Front desk agent 101 salaries reported	$13.19 per hour
Housekeeper 87 salaries reported	$12.82 per hour
Night auditor 34 salaries reported	$13.63 per hour
Front desk receptionist 38 salaries reported	$12.91 per hour
Breakfast attendant 23 salaries reported	$13.27 per hour

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