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 friendly Front Desk Agent to welcome guests, check them in and out, and respond to inquiries with a smile. You will handle reservations, process payments, and promote our loyalty program to provide a seamless guest experience.

A high school diploma and basic computer skills are required; prior customer service or hospitality experience is preferred. Expect a busy, supportive team environment with flexible scheduling, including nights, weekends, and

Qualifications

• High School diploma or equivalent.
• Prior customer service experience preferred.
• Strong verbal and written communication skills.
• Basic computer skills.
• Willingness to work flexible schedules including nights, weekends, and holidays.
• Ability to stand for up to 8 hours.
• Lift up to 15 lbs.

Responsibilities

• Greet and welcome guests on arrival and register them in the system.
• Process payments during check-in/check-out and manage daily receipts.
• Promote and enroll guests in the loyalty program.
• Answer calls, handle reservations, and provide information on local area amenities.
• Assist with shuttle or transportation services and luggage handling.
• Respond to guest inquiries and resolve issues promptly.
• Follow hotel procedures and maintain a neat appearance and professional conduct.
• Collaborate with team and support a positive work environment.

Skills

Verbal communication

Written communication

Basic computer skills

Customer service

Knowledge of local area

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.