2-4 days/week Front Desk Associate Position
Summary:
We're looking for individuals with a love of community and a passion for people. Someone who enjoys caring for others as much as being a team player. The Front Desk Associate is responsible for checking guests in and out, running daily reports, handling guest transactions and knowing all relevant hotel and local information to share with our guests. The Front Desk Associate will adhere to Shelter Social Club’s (SSC) standards and practices to develop an excellent rapport with all guests and employees, in a professional manner at all times.
Responsibilities Include, But Are Not Limited To:
Genuine approach in the care and thoughtfulness in all areas of hospitality and service for employees and guests.
Familiar with all SSC locations, services, and local recommendations to respond to guest inquiries accurately.
Maintain cleanliness and defined aesthetic of assigned Shelter Social Club guest areas.
The Front Desk Associate is responsible for checking guests in and out, running daily reports, handling guest transactions, maintaining a bank, maintaining a clean and welcoming desk, and answering guest inquiries
Ensure that the front desk guest experience is quick and efficient for all guests and visitors
Qualified candidates must be able to satisfactorily complete the following responsibilities:
Complete registration process in accordance with Shelter Social Club’s Hotel’s check in standards: greet guests, confirm length of stay and room type, obtain contact information and payment, and offer general hotel information before directing guests to room.
Close guest accounts at time of check out according to Shelter Social Club Hotel’s check out standards: greet guest at check out, confirm and collect payment, and request feedback regarding stay
Update guest’s profile to ensure best possible service for future stays
Greet guests with an open and warm persona, either on the phone or in person
Use a positive and clear speaking voice, receive/deliver on all guest requests in a timely manner, provide accurate information such as outlet hours and hotel functions, and offer basic concierge services
Handle cash, make change and balance an assigned house bank
Accept and record gift certificates, credit cards, cash and other forms of payment
Perform accurate, moderately complex arithmetic functions using a calculator
Post charges to guest rooms and house accounts using property management system
Work with various departments to ensure guest receives best possible service
Duties may include working with Housekeeping for all guest requests and room status updates, Maintenance for all guest requests and building repair needs, F&B for snacks and drinks sales, Sales, Revenue, Operations and
Events for all guest inquiries, group business and daily site visits, and reservations for all reservation inquiries, changes and billing issues
Field guest complaints, conducting thorough research to develop the most effective solutions and seek resolution to the situation rather than being right.
Listen and extend assistance in order to resolve issues such as price conflicts, insufficient heating or air conditioning etc
Remain calm and alert especially during emergency situations and heavy hotel activity
Plan and implement detailed steps by using experienced judgment and discretion
Perform various duties of Front Desk Associate in a friendly and courteous manner to ensure guest satisfaction and service recovery
Follow up on outstanding operational and guest (internal & external) issues
Monitor guest feedback and adjust accordingly
Inspecting lobby areas, hotel entrances and parking for cleanliness and maintenance, report deficiencies to appropriate departments and ensure timely completion
Have superb time management skills
Experience and Qualifications
Previous experience in a hotel, reception, or other settings with guest service preferred.
Ability to communicate in verbal and written English with guests, management, and co-workers
Prioritize and organize work assignments, have a timely follow-up, and execution.
Maintain complete knowledge of all services/features and hours of operation.
Other languages, mathematical, and reasoning abilities as outlined below.
Ability to comply with physical demands as outlined below.
Knowledge and understanding of Shelter Social Club offerings and locations.
Technologically sound with Microsoft Office and Google applications.
Ability to compute basic mathematical calculations.
The hospitality industry is unpredictable and so it's important to be flexible.
Personal Attributes
Independent self-starter
Exceptional work ethic
Exceptional attention to detail
Superb time management skills
Optimism and energy for the brand and it's future
An open and collaborative nature
Strong team player
Demonstrate ability to work with all levels of employees and management
Willingness to give assistance to co-workers
Working Conditions / Physical Requirements (if applicable)
The employee is regularly required to talk and hear.
This position is very active and requires standing, walking, bending, kneeling, stooping, and crouching.
Must be physically able to wipe down surfaces, reach, twist, bend, and pick up debris from the floor or items from storage spaces.
Lift/carry 25 lbs (frequently) and 50 lbs (occasionally)
May be exposed to extreme temperatures, dust, dampness, height, and moving machinery.
Management reserves the right to assign or reassign duties and responsibilities to this job at any time with or without notice. Shelter Social Club expects all employees to display a willingness to complete additional tasks or projects which may come up from time to time, as deemed necessary to the function and progress of the business. These tasks could be completed within a reasonable time frame during normally scheduled work hours, as well as a willingness to alter daily routines to meet the immediate needs at hand. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Diversity creates a healthier atmosphere. Equal Opportunity Employer.