Front Desk Attendant

Position Overview: 

Provide quality service and hospitality in a clean, organized and well-maintained front desk/office center. Assist the Front Office Manager (FOM) to uphold our company standards and mission. 

Essential Functions:

• Provide superior hospitality and service to ensure an easy and satisfying guest reservation process.
• Provide superior hospitality and service to ensure an easy and satisfying guest check-in and check-out process.
• Maximize guest room revenues and guest satisfaction by providing efficient and courteous Front Desk Service.

Workplace Attitude, Behavior:

Uphold and abide by the policies in the Associate Handbook, for your position. Follow these policies, rules and regulations for the safe and effective overall operation. Must have commitment to company values.  

Be a good role model and actively seek opportunities to help maintain a positive, respectful and “harassment free” work environment. Report all harassing behavior immediately.

Display a professional attitude, demeanor, conduct, and cooperation effort toward guests, peers and management. Be an excellent team player with all departments of the hotel.

Regular attendance in conformance with the schedule is essential to the successful performance of this position.  

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel operation. Please see your department or scheduling manager. 

Work schedule prescribed by the Front Office Manager. Work overtime when requested and approved. 

You, and your team, must accept the role of an ambassador of the property for our guests. You make a major impression upon our guests, regarding their stay at our property. Model the right behavior by doing the right thing for our guests.

Professionally represent the hotel and property when interacting with guests from the community and industry organizations.

Proper uniform is required and maintaining a neat, clean and well-groomed appearance per policy. Must comply with department appearance guidelines.

Attendance, at all scheduled training sessions and meetings, is required.

Channel guest comments, or unsatisfactory reports, to the Front Office Manager or Supervisor on duty. 

Communicate shift/daily operations information, business needs, repair and equipment needs to Management Team. 

Notify your manager within 24 hours in the event you may have been injured on the job. Fill out any injury forms as required. 

Job Responsibilities:

Register and process guests promptly, upon their arrival, to ensure guest satisfaction. 

Perform all guest accounting functions, according to established hotel operating procedures.  Verify all guest and house accounts are complete and accurate.

Accept responsibility for accurately maintaining a cash bank.

Process checkouts in a timely and efficient manner.

Reconcile daily posting and transactions; submit a balanced deposit.

Complete deposit log with witness.

Demonstrate a working knowledge of all services and facilities of the hotel, as well as those of the local area, to effectively assist hotel guests.  

Issue safe deposit boxes to guests, upon request, according to standard operating procedure.

Properly process guest messages, mail, packages, and confirm receipt by our guest.

This is to minimize exposure to loss of revenue.

Confirm all guests establish credit upon check-in.

Monitor guest accounts to verify adherence to hotel credit limits.

Review, record and reconcile discrepancies between registration information and computer/room rack records.

Demonstrate the effective utilization of room rates, and promotional programs, to achieve maximum occupancy and average rate.

Utilize appropriate suggestive selling techniques.

Adhere to rate control procedures, based on availability and forecasted occupancy. 

Receive and process reservations accurately, to ensure guest satisfaction.  

Identify and record group and transient business codes.

Identify and record special billing instructions.

Identify commissionable reservations and secures required information.

Record and process deposit information.

Identify and record requests for special accommodations and suites.

Maintain correspondence file, by date of arrival. 

Review all reservations and assign rooms based on availability, special requests and hotel promotions, to ensure guest satisfaction and maximize room revenues. 

Assist all guests in a sincere and courteous manner consistent with Regency Culture of Service Training.  

Know and demonstrate a working knowledge of all hotel safety, security and emergency procedures, which are required to maintain a safe and secure environment for employees and guests. Be aware of accident prevention policies. 

Prepare reports, as requested, to develop a more informative database for improved management decision-making and critical evaluation of work activities.  

Keep immediate superior promptly and fully informed of all problems, or unusual matters of significance. Bring these items to his/her attention to allow prompt corrective action, when appropriate.

Answer phones, at front desk, according to established procedures.

Coordinate and notify the housekeeping department of all checkouts, late checkouts, early check-ins, special requests, and part-day rooms.  

Provide the accounting department with necessary information to ensure travel agent commissions are paid promptly and accurately.

Possess a working knowledge of the reservations department. Take same day reservations and future reservations when necessary. Know cancellation procedures.  

File room key cards.   

Read and initial the pass-on log and bulletin board daily. Be aware of daily activities and meetings taking place in the hotel.  

Attend department meetings.  

Coordinate guest room maintenance work with the maintenance department.

Maintain the cleanliness and neatness of the front desk area. 

Other duties as assigned.

Qualification Standards:

The individual must possess the job knowledge, skills and abilities, as well as be able to explain and demonstrate that he or she can perform the essential functions of the job. This being with or without reasonable accommodation, using a combination of knowledge, skills and abilities.

Education: High School Diploma or GED.  

Some college preferred.

Experience: One year past audit or front desk experience preferred

Licenses or Certificates: State requirements

Specific job knowledge, skills and abilities:

• Project a neat, clean and professional appearance.
• Be articulate and able to communicate effectively to staff and guests, verbally and in writing.
• Be committed to the highest standards of hospitality and express a sincere interest in the needs and comfort of guests. 
• Must be extroverted, sales oriented, self-motivated and able to consistently project a positive attitude and pleasant personality.
• Willing to assist others and work as a team member toward common goals of the hotel.
• Be a bright, alert individual who is able to assume responsibility and exercise sound judgment.
• Perform multiple activities with speed and accuracy and adapt easily to fast paced, changing conditions. 
• Be detail-oriented and follow through. 
• Be dependable, flexible and possess an even temperament.
• Comprehend basic accounting principles and possess an aptitude with figures.   Accurately type a minimum of 30 words per minute, operate computer and property management system software and be able to handle clerical duties such as filing and logging.
• Must be honest and able to handle cash responsibilities.

Physical Requirements:

• Most work performed indoors.  Temperature is moderately warm.
• Stand for long periods of time, for up to 8 hours, while helping guests.
• Requires walking back and forth while helping guests.  
• Requires walking to and from various areas within the department as well as other departments throughout the building.  
• Requires bending down and picking up supplies.  
• Climb steps in hotels that do not provide elevators.  
• Lift 35 lbs. occasionally.

Appearance Guidelines: 

Uniform is required. See front desk dress and appearance guidelines. Also, one must maintain a neat, clean and well-groomed appearance.