Job Description: Hotel Front Desk Associate
Job summary
Our guest service associates are the “face” of our hotel team. The actions, attitude and demeanor of our front desk team has a significant impact on our guests’ experience, and thus on our business. In addition to delivering remarkable hospitality, our guest service associates serve as the “person in charge”, responsible for handling emergencies and following proper procedures when a manager is not on site.
Job responsibilities
- Maintain a physical presence at the front desk unless on break or work responsibilities require stepping away from the desk.
- Serve as “person in charge” of the hotel when managers are not present. This responsibility includes understanding and mastering emergency procedures and policies.
- Manage traditional hotel front desk responsibilities including answering phones, guest check-in and check-out, billing and payment collection, etc.
- Follow all hotel processes and procedures regarding communication, tracking, completing logs and reports, cleaning, and following and completing tasks outlined on shift checklists.
- Log, respond to and fulfill guest requests cheerfully in accordance with hotel policies.
- Identify and resolve guest service issues and frustrations in accordance with hotel policies.
- Complete and follow alcohol training as directed or required by government regulations, franchisors, and hotel management.
- Complete and retain training as directed by managers/trainers, including brand training, company training and in-person instruction. Note taking is encouraged.
- Assist with housekeeping, laundry and food and beverage operations as needed and directed by management.
- Communicate and collaborate with other hotel departments including housekeeping and maintenance to ensure a seamless guest experience.
- Attend mandatory company meetings and trainings as directed by hotel management.
- Handle other tasks and responsibilities as needed/directed by hotel management.
Qualifications
- A positive attitude and a commitment to working as part of a small team.
- Passionate about delivering excellent guest service in every guest interaction.
- Able to consistently arrive at work on time and fully complete scheduled shifts to avoid creating extra unexpected work for other team members.
- Flexible schedule – able to work weekdays, weekends, and holidays (weekend/holiday availability required). Changes in schedule availability from what was discussed during the hiring process may result in a reduction of scheduled shifts.
- Comfortable understanding and adhering to emergency procedures and working as the only front desk associate working during most shifts.
- Strong computer skills, organization skills and attention to detail.
- Ability to multitask and handle multiple responsibilities at once.
- Excellent communication skills (important both for guests and internal collaboration).
- Able to handle stressful situations and solve problems in a calm, professional manner.
- Physically able to perform all responsibilities including but not limited to standing for an entire shift, bending, stooping, kneeling, reaching, and lifting up to 50 pounds.
- Able to successfully pass a drug test and background check.
- To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily and with or without reasonable accommodation.
Compensation & Benefits
- Competitive hourly wage (this is a non-exempt hourly position).
- Performance reviews with raise eligibility at six months, 12 months, then annually.
- Quarterly bonus plan with revenue sharing and team performance incentives.
- Health, vision and dental insurance for full-time (30+ hours per week) employees.
- Paid time off for full-time employees.
- Up to $2400 referral bonus for referring new employees (per referral, see handbook for details).
- 401(k) with 3% employer contribution (no employee match required, must meet eligibility requirements including age, tenure and hours worked, see policy documents for details).
- Hotel discounts for employees, family and friends through brand discount programs.
- Opportunities for promotions into leadership roles.
About TS2 Hospitality
TS2 Hospitality (www.ts2hospitality.com) is a family-owned, Kansas City-based hospitality ownership and management company with four hotels open. We are part of the larger Ehrhardt Properties hotel group with over 30 franchised hotels in Missouri, Illinois, Kansas and Oklahoma and a brand portfolio including Marriott, Hilton, IHG, Choice, and Wyndham. TS2 Hospitality provides equal opportunity to all applicants and employees in all aspects of employment regardless of race, color, religion, gender, age, ancestry, national origin, disability, genetic information, sexual orientation, gender identification, veteran status, or other status protected by law.
Our vision: We deliver remarkable hospitality by encouraging excellence in each other.
Our values: We are family | We are selfless servants | We own it | We will straight talk | We have fun!
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