Guest Services Front Desk Associate

Stonebridge Hospitality Associates; Salem (VA); On-site; USD 19,000 - 30,000; Full time

Job summary

Stonebridge Hospitality Associates is seeking a Front Desk Agent in Salem, NH to be the primary point of contact for guests during their stay, handling check-ins, checkouts and requests with a commitment to service excellence.

You will manage reservations, process payments, and provide information on room amenities and local attractions, while coordinating with housekeeping and other departments. Fluency in English and basic computer/POS skills are required.

Qualifications

• One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to speak English fluently.
• Ability to interpret and perform basic computer and POS system functions.

Responsibilities

• Operate the front desk according to standard operating procedures and with exceptional guest service.
• Operate with accuracy the reservation system, check-in and checkout system and credit card system, following all safety and security procedures.
• Check registration (folio) cards for completeness, accuracy, and legibility.
• Maintain accurate cash sheet. Responsible for cash drawer balancing.
• Operate the switchboard and disperse calls as required by your shift. Take guest messages and faxes with accuracy, always noting the date and time of message.
• Know emergency procedures and how to respond.
• Never say a guest's room number out loud.
• Be knowledgeable of hotel promotions.
• Know room rate. Also know the amenities of the rooms so you can inform guests of what to expect in their rooms.
• Know physical makeup of building-exterior and interior. Know where the closest shopping, convenience store and gas station is.
• Complete daily reports, audits correspondences etc. as required by your shift.
• Keep lobby and office area clean at all times,
• Set wake-up calls as dictated by your shift.
• Prepare room status sheet for housekeeping and update housekeeping on rooms available to clean as guests checkout or leave for the day.
• Take and confirm credit cards for validity and acceptability.
• Lock and secure area if leaving the front desk, even if it is for a moment!
• Create incident reports for guest injuries / issues when required.
• Answer all calls within three (3) rings. All calls are to be answered in a "scripted" manner.
• Take and record reservations with accuracy. Confirm as requested.
• Resolve guest complaints.
• Maintains regular attendance, is consistently on time, and observes prescribed work, break and meal periods in compliance with standards.
• Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
• Performs any other duties as requested by supervisor.

Skills

Quality of work

Productivity standards

Customer service skills

Initiative

Accountability

Education

1 year certificate from college or technical school

3–6 months related experience

Equivalent education/experience

Tools

POS system

Computer basics

Job description

Stonebridge Hospitality Associates is seeking a Front Desk Agent in Salem, NH to be the primary point of contact for guests during their stay, handling check-ins, checkouts and requests with a commitment to service excellence.

You will manage reservations, process payments, and provide information on room amenities and local attractions, while coordinating with housekeeping and other departments. Fluency in English and basic computer/POS skills are required.