Front Desk Associate

Fairfield Inn & Suites Ashland; Ashland (KY); On-site; USD 17,000 - 22,000; Full time

Benefits offered by this job

Employee discounts

Flexible schedule

Paid time off

Job summary

Fairfield Inn & Suites Ashland is seeking a Front Desk Agent to provide exceptional guest service, warmly welcome guests, and manage smooth check-ins and check-outs. You will assist with reservations, payments, and guest inquiries, while promoting the hotel’s loyalty program.

The role requires strong communication, basic computer skills, and the ability to stand for long periods. A flexible schedule including nights and weekends is expected.

Qualifications

• Education: High School diploma or equivalent.
• Experience: Prior experience in a customer service role preferred.
• Strong verbal and written communication skills.
• Basic computer skills.
• Knowledge of the hotel, its services, and the surrounding area.
• Ability to stand for extended periods, up to 8 hours.
• Ability to lift up to 15 lbs. on occasion.
• Willingness to work flexible schedules, including nights, weekends, and holidays, as required by business needs.

Responsibilities

• Greet and welcome guests on arrival, ensuring a warm first impression.
• Register guests into the hotel’s system and verify reservation details, address, and payment information.
• Promote and enroll guests in the hotel loyalty program and benefits.
• Process payments during check-in/check-out, manage a house bank, and report daily receipts.
• Assist guests with service requests, such as issuing keys and handling charges.
• Respond to guest complaints with solutions and escalate as needed.
• Answer calls courteously and handle reservations with accuracy.
• Assist with shuttle or transportation services as required.
• Help guests with luggage on arrival and departure.
• Be knowledgeable about local area, hotel services, and amenities.
• Manage guest requests for laundry, wake-up calls, messages, mail, and faxes.
• Be aware of VIP guests and prepare accordingly.
• Follow SOPs and perform tasks as directed by General Manager.
• Exhibit a positive team attitude and collaborate with coworkers.

Skills

Customer service experience

Verbal communication

Written communication

Flexible schedules

Basic computer skills

Local area knowledge

Stand for long hours

Education

High School diploma or equivalent

Job description

Benefits:

• Employee discounts
• Flexible schedule
• Paid time off

The Front Desk Agent is responsible for providing exceptional service to guests during their stay. The primary focus is on welcoming guests, ensuring smooth check-ins and check-outs, and addressing guest inquiries and issues in a friendly, efficient manner.

Essential functions:

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Greet and welcome guests upon arrival, ensuring a warm and positive first impression. Register guests into the hotel’s system, verifying reservation details, address, and payment information.

Promote and enroll guests in the hotel’s loyalty program, providing recognition and benefits to members.

Process payments during check-in and check-out, manage a house bank, and accurately report daily receipts.

Assist guests with service requests, such as issuing keys, handling safety deposit boxes, and posting miscellaneous charges.

Respond promptly and effectively to guest complaints, providing solutions and escalating as necessary.

Answer telephone calls courteously, providing accurate information and service. Handle reservations with efficiency and accuracy.

Assist with hotel shuttle or transportation services, ensuring timely and courteous service.

Assist guests with luggage upon arrival and departure.

Be knowledgeable about the local area, hotel services, and amenities, providing helpful information to guests.

Manage guest requests for laundry, dry cleaning, messages, wake-up calls, mail, and faxes.

Be aware of and prepare for incoming VIP guests.

Follow all company Standard Operating Procedures and perform additional tasks as directed by the General Manager.

Exhibit a positive and cooperative attitude as part of the team.

Communicate effectively with coworkers and contribute to a supportive work environment.

Handle and account for keys properly.

Understand and adhere to emergency procedures and security policies.

Ensure the confidentiality and protection of guest room numbers.

Promote hotel amenities and upgrades to guests to enhance their experience and increase revenue.

Must maintain a neat, clean, and well-groomed appearance in accordance with company standards

Qualifications:

Education: High School diploma or equivalent.

Experience: Prior experience in a customer service role preferred.

Strong verbal and written communication skills.

Basic computer skills.

Knowledge of the hotel, its services, and the surrounding area.

Ability to stand for extended periods, up to 8 hours.

Ability to lift up to 15 lbs. on occasion.

Willingness to work flexible schedules, including nights, weekends, and holidays, as required by business needs.