Front Desk Assoicate

Fairfield Inn by Marriott Weirton, WV; Weirton (WV); On-site; USD 25,000 - 35,000; Full time

Job summary

A leading hotel is seeking a Front Desk Associate to ensure smooth check-in and check-out for guests with a focus on exceptional customer service. Responsibilities include managing guest inquiries, processing transactions, and maintaining a welcoming environment. Candidates should have a high school diploma and familiar with basic computer skills. This role requires excellent communication and time management skills, as well as the ability to work effectively under pressure.

Qualifications

• High School Diploma (or GED) preferred.
• Knowledge of Excel, Word, Outlook, Access, Adobe.
• Ability to handle physical demands such as lifting up to 30 pounds.

Responsibilities

• Processes guest check-in and check-out in a friendly manner.
• Enforces cash handling and guest billing policies.
• Resolves guest complaints and maintains customer satisfaction.

Skills

Customer Service

Problem Solving

Time Management

Language Skills

Education

High School Diploma or GED

Tools

Excel

Word

Outlook

Access

Adobe

Job description

Job Title: Front Desk Associate

Reports To: Assistant General Manager

FLSA Status: Non-Exempt

Summary: The Front Desk Associate is responsible for ensuring guests are checked in and out of the hotel while answering any questions or concerns guests or visitors may have.

Essential Duties and Responsibilities:

1. Processes guest check-in and check-out in a professional, hospitable, and friendly manner.
2. Enforces and executes all cash handling, check, and credit policies to accurately balance transactions, charges, payments, and guest billing.
3. Delivers all guest messages, mail, and packages in a timely manner.
4. Greets persons entering the establishment immediately and directs or escorts them to specific destinations.
5. Operates front desk equipment including but not limited to: Switchboard and PMS. Operates all ADA Compliant devices including pool lift and TTY accessibility suitcase.
6. Maintains consistent communication especially with all departments.
7. Completes necessary shift paperwork and ensures accuracy on shift checklist, logbook, courtesy callback log, bank/shift sign-over, adjustment log, vendor log, and all other forms, reports, or checklists assigned.
8. Closes guest accounts at check-out and ensures guest satisfaction.
9. Researches and attempts to resolve guest complaints or problems within established guidelines.
10. Assists with cleaning up the lobby and monitoring the breakfast bar.
11. Performs an average score of at least 6 on two test calls per quarter if tested.
12. Produces 2 potential sales leads through internet research each week.
13. Completes coaching calls as required.
14. Stocks and maintains product inventories for Suite Shop/Market.
15. Performs all other duties as assigned.

Competencies:

1. Customer Service: Manages difficult or emotional client and employee situations; responds promptly to needs; solicits feedback; meets commitments.
2. Safety: Maintains a safe work environment, free of debris, with functional safety devices.
3. Language Skills: Ability to read, analyze, and interpret documents; communicate effectively in writing and orally.
4. Problem Solving: Identifies and resolves problems in a timely manner; develops alternative solutions.
5. Professionalism: Approaches others tactfully; reacts well under pressure.
6. Time Management: Prioritizes activities, uses time efficiently, sets goals, and develops action plans.

Qualifications:

Education and/or Experience: High School Diploma (or GED or High School Equivalence Certificate) preferred.

Computer and Equipment Skills: Knowledge of Excel, Word, Outlook, Access, Adobe, Internet Explorer; website training a plus; ability to operate calculator, fax, printer.

Physical Demands: Regular talking, hearing, standing, walking, handling, reaching; occasional sitting, stooping, kneeling, crouching, crawling; ability to lift/move up to 30 pounds; vision abilities including close, far, color, peripheral, depth, focus; climbing stairs; grasping; pushing/pulling.