Position Description:
Position: Front Desk Associate (Limited-Service Hotel)
Reports To: General Manager / Assistant General Manager Department: Guest Services / Front Office
Status: Hourly, Non-Exempt
Position Summary
The Front Desk Associate is responsible for providing friendly, efficient, and professional guest service in a limited-service hotel environment. This role supports guest satisfaction by ensuring smooth check-in and check-out processes, handling guest inquiries, and maintaining compliance with hotel brand standards and company policies.
Primary Responsibilities
- Greet guests in a friendly and professional manner upon arrival.
- Perform guest check-in and check-out procedures accurately and efficiently.
- Operate the property management system (PMS) in accordance with hotel standards.
- Handle guest reservations, room assignments, and key issuance.
- Process guest payments, room charges, and incidentals accurately.
- Answer incoming calls and provide accurate information regarding hotel amenities, policies, and local attractions.
- Respond promptly and professionally to guest requests, questions, and concerns.
- Communicate guest feedback or operational concerns to management promptly.
- Maintain a clean, organized, and professional front desk and lobby area.
- Follow all cash-handling, safety, and security procedures.
- Assist with opening and closing duties and complete assigned paperwork.
- Coordinate with housekeeping and maintenance to ensure guest satisfaction.
Guest Experience Expectations
- Deliver a welcoming and consistent guest experience reflective of hotel brand standards.
- Engage with guests in a friendly, professional, and courteous manner.
- Anticipate guest needs and provide solutions whenever possible.
Qualifications & Requirements
- Prior customer service or hospitality experience preferred; hotel experience a plus.
- Strong customer service and communication skills.
- Basic computer, math, and cash-handling skills.
- Ability to multitask and prioritize responsibilities in a fast-paced environment.
- Ability to work evenings, weekends, and holidays as required.
- Ability to stand for extended periods.
