Hotel Front Desk Associate

Courtyard Cincinnati; Cincinnati (OH); On-site; USD 19,000 - 21,000; Full time

Job summary

Courtyard Cincinnati Downtown is hiring a Full Time/Part Time Front Desk Associate to be the guests’ first contact and manage all aspects of their stay. The role requires flexibility to work any shift, including weekends, with a strong focus on customer service and up-selling opportunities.

You will greet guests, complete registrations, answer questions about local area, and maintain accurate folios while delivering a memorable guest experience. Daily pay option available.

Qualifications

• 1 year of experience as a hotel front desk agent.
• Proficient with Word and Excel.
• Experience with Lightspeed, FOSSE or PEP is a plus.
• Strong organizational skills and attention to detail.
• Friendly, customer-service oriented demeanor.
• Excellent interpersonal and problem-solving abilities.

Responsibilities

• Greet guests at check-in and complete registration per standards.
• Greet guests at check-out and finalize folio and payment.
• Provide information about local area and hotel services.
• Upsell hotel services and loyalty programs.
• Answer phones with professional etiquette and assist guests.
• Resolve guest issues and escalate to management when needed.
• Complete end-of-shift tasks and reports.
• Verify payment methods and credit card data.

Skills

Front desk experience

Computer skills

Hotel reservation systems

Organization

Customer service

Interpersonal skills

Tools

Lightspeed

FOSSE

PEP

Job description

Hotel Front Desk Associate

Full Time Clerical Courtyard Cincinnati, Cincinnati, OH, US

27 days ago Requisition ID: 7255

Salary Range: $14.00 To $15.00 Hourly

We offer Daily pay! Access up to 50% of your earned wages after every shift.

The Courtyard by Marriott, located in Downtown Cincinnati, is hiring for a full-time orpart-timeFront Desk Associateto serve as our guests’ first point of contact and manage all aspects of their accommodation. The person hired for this position will need flexibility to work any shift;weekday and weekend availability is required.

Position Summary:

As a Front Desk Associate, you will play a vital role in ensuring an exceptional and memorable experience for guests. Front Desk Associates are the face of the hotel and therefore must have excellent customer service skills, attention to detail, and a positive and cheerful personality. Whether you are providing information about the local area or ensuring their needs are met during their stay, your dedication to customer service will be instrumental in exceeding guest expectations.

RESPONSIBILITIES

• Greet guests at check-in with a smile and warm welcome, and complete the registration process, according to brand and company standards, by entering and retrieving information from system, confirming guest information and identity, referring to guest by name, confirming room rate and type, assigning room, coding electronic keys, acknowledging loyalty status, promoting marketing programs, providing welcome information, and ensuring guest knows location of room and elevator
• Greet guests at check-out with a smile and warm greeting and complete the check-out process, according to brand and company standards, including referring to guest by name, confirming room rate and other charges (e.g. market and dining purchases, parking, etc.) are accurate and accounted for in the system, confirming payment method, update if needed, processing payment, and printing or emailing folio (confirm email, if applicable). Document guest’s preferences, to ensure the best possible experience for future stays, by updating guest’s profile.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
• Use up-selling techniques to promote hotel services, facilities and benefits of loyalty program
• Follow acceptable phone etiquette by answering phone promptly, using a polite professional greeting and offering assistance
• Respond to guest inquiries and requests promptly, and in a friendly and efficient manner.
• Use attentive/active listening skills when fielding guest complaints. Apologize, empathize and take prompt action to resolve complaint. Escalate to a manager, if necessary.
• Complete designated start and end-of-shift tasks and reports
• Inform customers about payment methods and verify their credit card data

SKILLS

• 1 year experience working as a hotel front desk agent required
• Competent computer skills including knowledge of Microsoft Word and Excel
• Experience using hotel reservation system such as Lightspeed, FOSSE or PEP is a plus.
• Organization skills and attention to detail
• Friendly and customer service oriented
• Good interpersonal and problem-solving skills

JOB SETTING AND PHYSICAL DEMANDS

Employees in this position work primarily indoors. To perform the job successfully the candidate must be able to use a computer and other standard office equipment, count currency, perform basic arithmetic, talk to customers on the phone and maintain a calm demeanor when dealing with customer issues. Employees must also be able to walk frequently and stand for their entire shift. Fluency in the English language and the ability to speak, hear, read and write are required as is the ability to work any hours/days of the week necessary to meet business requirements.

DISCLAIMER

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of people assigned to this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. All employees may be required to perform activities outside of their normal job responsibilities from time to time as needed.

EOE - All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability or veteran status.