Job Description - Customer Service/Front Desk

Job Title: Front Desk
Department: Operations/Guest Services
Reports To: Property General Manager
FLSA Status: Non-Exempt

Position Summary:
Provides guests with excellent customer service while being an active being an active
member of an award-winning team! We are looking for someone who is interested in
building upon or creating a long-term career in the hospitality industry. With room for
career development and growth in a quickly advancing hotel management company, we
welcome anyone who is eager to learn and has a knack for customer service!
Essential Duties and Responsibilities:
• Checks guests in and out of the hotel positively and professionally.
• Follows established protocols in the operation of the hotel.
• Maintains coffee bar and breakfast buffet in the morning.
• Operates washing and drying machines and folds laundry.
• Cleans public areas.
• Provides safety and security for the hotel and its guests.
• Will also act in a sales role to book rooms and events.
• Follows the hotel key control procedures at all times.
• Is familiar with the hotel emergency plan and is able to confidently partake in
emergency training procedures.
• Observes guest and hotel confidentiality procedures.
• Uses the hotel safe lifting procedures.
• Reports all incidents and injuries to the appropriate supervisor.
• Wear uniform at all times while on duty.
• Ensures that there is a front desk staff member to attend to the hotel at all
times.

Competencies: To perform the job successfully, an individual should demonstrate the
following.
• Adaptability- Adapts to change in the work environment. Manages
competing demands, Accepts criticism and feedback. Changes approach or
method to best fit the situation.
• Communications - Exhibits good listening and comprehension. Expresses
ideas and thoughts in written form. Expresses ideas and thoughts verbally.

Keeps others adequately informed. Selects and uses appropriate
communication methods.
• Cooperation – Establishes and Maintains effective relationships. Exhibits tact
and consideration. Displays positive outlook and pleasant manner. Helps and
support to co-workers. Works cooperatively in group situations. Works
actively to resolve conflict.
• Customer Service - Displays courtesy and sensitivity. Manages difficult or
emotional customer situations. Meets commitments. Responds promptly to
customer needs. Solicits customer feedback to improve service.
• Dependability - Commits to doing the best job possible. Follows instruction.
Keeps commitments. Meets attendance and punctuality guidelines.
Responds to requests for service and assistance. Takes responsibility for own
actions.
• Problem Solving – Identifies problems in a timely manner. Gathers and
analyses information skillfully. Develops alternative solutions. Resolves
problems in early stages. Works well in group problem solving situations.

Qualifications: To perform this job successfully, an individual must be able to perform each
essential duty satisfactorily. The requirements listed below are representative of the
knowledge, skill, and/or ability required. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
Education/Experience: High school diploma or general education degree (GED); or one to
three months related experience and/or training; or equivalent combination of
education and experience.
Language Ability: Read and interpret documents such as safety rules, operating and
maintenance instructions, and procedure manuals. Write routine reports and
correspondence. Speak effectively before groups of customers or employees.
Mathematical Ability: Add, subtract, multiply and divide in all units of measure, using whole
numbers, common fractions and decimals. Compute rate, ratio and percent, and draw
and interpret bar graphs.
Reasoning Ability: Apply common sense understanding to carry out instructions furnished
in written, oral, or diagram form. Deal with problems involving several concrete
variables in standardized situations.

Software Skills: Working knowledge of MS Office; knowledge of hotel management
software (PMS).
Certificates and Licenses: State Alcohol Server/Seller Training (If bar on property)
Will be provided if hired.
Supervisory Responsibilities: None
Work Environment: The work environment characteristics described here are
representative of those an e