Front Desk Associate - Guest Services 2nd shift - Full-time

Savara Hospitality Inc; Blowing Rock (NC); On-site; USD 28,000 - 42,000; Full time

Job summary

Join a dynamic hospitality team as a Front Desk Associate, where you'll be the welcoming face for guests at a vibrant hotel. In this pivotal role, you'll manage reservations, check guests in and out, and provide exceptional customer service, ensuring a memorable stay for all visitors. Your strong communication and organizational skills will shine as you assist guests with local attractions and manage inquiries with professionalism. This position offers a unique opportunity to thrive in a fast-paced environment, contributing to a positive guest experience while working alongside a dedicated team. If you have a passion for hospitality and a commitment to service excellence, this role is perfect for you.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Qualifications

• Strong interpersonal skills and ability to handle guest inquiries.
• Experience in customer service with a focus on hospitality.

Responsibilities

• Serve as the primary point of contact for guests and manage check-ins and check-outs.
• Handle reservations, direct calls, and respond to guest concerns professionally.
• Maintain cash control and monitor property management systems for accuracy.

Skills

Customer Service Skills

Communication Skills

Organizational Skills

Attention to Detail

Problem-Solving Skills

Ability to Prioritize Tasks

Education

High School Diploma or Equivalent

2+ Years Customer Service Experience

Job description

Job Summary:

As the first point of contact for our guests, the Front Desk Associate position is the face of the hotel. The Front Desk Associate is responsible for taking reservations, checking guests in and out of rooms, directing calls, answering guests’ questions and concerns. This is a service-oriented position and requires outstanding interpersonal communication skills and friendly professionalism. This position has cash control responsibilities.

Duties/Responsibilities:

1. Answer phones, including taking reservations and directing calls as needed.
2. Welcome guests upon arrival and serve as the primary point of contact between guests and the hotel.
3. Check-in and register guests, including collecting contact info and confirming their dates of stay, and making sure they are assigned to an appropriate room and given keys.
4. Check guests out making sure that payments are captured correctly.
5. Confirm that all credits issued are correct and note the reason.
6. Monitor Property Management System for errors and discrepancies and correct as needed.
7. Monitor the cancellations in the past 24 hours; confirm all cancellation policies were followed and note discrepancies.
8. Monitor all new bookings in the past 24 hours; read all comments and note any anomalies.
9. Assign rooms, prepare keys and print registration cards as needed.
10. Note any special requests for arriving guests and ensure oversight of execution.
11. Review each guest record of the in-house guests for any notes, discrepancies, etc.
12. Accommodate guest requests as appropriate and whenever possible.
13. Respond to guest concerns in a timely and professional manner.
14. Assist guests with local information, restaurant recommendations, directions, and other concierge services.
15. Communicate with housekeeping staff promptly on the status of guest rooms.
16. Upsell guest rooms and promote hotel services.
17. Make sure the cash drawer is balanced at the beginning and end of each shift.
18. Maintain and execute sanitation schedule for keys, pens, workstations, and lobby touchpoints.
19. Perform other duties as assigned. The company reserves the right to add or change duties at any time.

Required Skills/Abilities:

1. Knowledge of local area attractions, restaurants, and shops.
2. Excellent verbal and written communication skills.
3. Excellent interpersonal and customer service skills.
4. Excellent organizational skills.
5. Strong attention to detail.
6. Strong analytical and problem-solving skills.
7. Ability to prioritize tasks.
8. Ability to function well in a high-paced and at times stressful environment.

Education and Experience:

1. High school diploma or equivalent.
2. At least two years customer service experience preferred.

Physical Requirements:

1. Able to stand for prolonged periods of time at front desk station.
2. Able to climb stairs and assist guests with luggage.
3. Able to walk hallways and perimeter of property.
4. Able to twist, bend and reach.
5. Able to lift up to 25 pounds.

Competitive Compensation and Benefits including health, dental and vision insurance along with 401(k) plan. We are an equal opportunity employer and a drug-free workplace. This position will require work on weekends, nights, and holidays. Please, no phone calls about this job!

EOE/AA. We provide equal opportunity without regard to race, color, national origin, religion, sex, age, marital status, or disability.