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    Front Desk Associate - Raleigh, United States - The Bernstein Companies

    The Bernstein Companies
    The Bernstein Companies Raleigh, United States

    1 week ago

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    Description

    The Front Desk Associate plays a crucial role in creating a positive and memorable experience for guests, contributing to the overall success of the hotel's operations and reputation. They are the first point of contact for guests, providing a welcoming and efficient experience throughout their stay. This role requires exceptional customer service skills, attention to detail, and the ability to handle various tasks simultaneously while maintaining a positive attitude.

    Duties/Responsibilities:

    • Greet guests warmly and ensure a smooth check-in process.
    • Verify guest information and process reservations accurately.
    • Collect necessary payments and issue receipts during check-out.
    • Address guest inquiries and provide information about hotel amenities, policies, and local attractions.
    • Handle room reservations, modifications, and cancellations effectively.
    • Collaborate with housekeeping to manage room inventory and ensure timely availability.
    • Provide excellent customer service by promptly responding to guest inquiries, concerns, and requests.
    • Assist guests with luggage, transportation arrangements, and other needs.
    • Resolve guest complaints or issues professionally and promptly, ensuring guest satisfaction.
    • Communicate effectively with other hotel departments to ensure smooth operations.
    • Relay messages, package deliveries, and special requests to appropriate personnel.
    • Collaborate with colleagues to ensure a seamless guest experience.
    • Assist with preparing and distributing daily reports, including room occupancy and revenue summaries.
    • Handle cash, credit card transactions, and other forms of payment accurately.
    • Reconcile cash drawer at the beginning and end of each shift, following established procedures.
    • Follow security protocols to ensure the safety of guests and hotel property.
    • Monitor and control access to the hotel premises, adhering to security policies.
    • Promote hotel services, amenities, and special offers to guests.
    • Upsell room upgrades, dining options, and other hotel services to enhance the guest experience.
    Job Type: Full Time and Part Time Positions Available

    Requirements

    Required Skills/Abilities:
    • Excellent communication and interpersonal skills.
    • Strong organizational and multitasking abilities.
    • Problem-solving skills and the ability to handle challenging situations with composure.
    • Customer-focused attitude and a commitment to providing exceptional service.
    • Physical presence and approachability are important for creating a welcoming atmosphere and providing personalized assistance to guests.
    • Effective verbal communication skills to interact with guests and team members professionally.
    • Adherence to the hotel's dress code and maintaining a neat and professional appearance at all times.
    • Reliable and punctual.
    Education and Experience:
    • Experience in hospitality/hotel environment, a plus.
    • Previous experience in customer service or front desk operations is preferred.
    • High School graduate or G.E.D. equivalent required.
    • Read, write, and speak English fluently.
    • Flexibility to work shifts, including weekends and holidays, based on the hotel's operational needs.
    • The ability to multitask and manage time effectively is essential to handle various guest requests, administrative duties, and communication simultaneously.
    • Proficiency in using computer systems and software, including property management systems (PMS) and Microsoft Office Suite.
    Physical Requirements:
    • Required ability to often stand for extended periods, especially during peak check-in and check-out times.
    • Able to move around the front desk area, lobby, and adjacent areas is essential for attending to guest needs, delivering messages, and coordinating with other hotel departments.
    • Comfortable with the occasional lifting and carrying of luggage, packages, or other items for guests, especially when assisting with check-in or check-out. Able to lift up to 30 lbs.
    • Capable of performing repetitive tasks such as typing, data entry, and using a computer for extended periods, as well as the use of telephones and other communication devices.
    • Able to have clear vision for necessary reading of guest information, documents, and computer screens.
    • Able to have good auditory perception for effective communication with guests and colleagues, as well as for responding to telephone inquiries and alarms.
    • Capable of operating office equipment, such as printers and key card systems
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