Job Title:           FRONT DESK ASSOCIATE

Department:    ROOMS

Reports to:     FRONT DESK SUPERVISOR/ASST. GENERAL MANAGER

Status:             Non-Exempt

SUMMARY of POSITION

The purpose of the Front Desk Associate is to create the ultimate guest experience for all guests of our hotel. Front Desk Associates recognize, acknowledge, welcome, serve and depart all guests and visitors arriving to and from the hotel. Primary duties for these associates will focus on some or all of the following areas including, but not limited to: guest check in/check out, night audit, food & beverage service, kitchen, meetings/banquet setup and service, transportation, market or other guest requests.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• This position is empowered to guarantee total guest satisfaction.
• Display hospitality and professionalism to our guests at all times.
• Take pride in representing PMG Hospitality professionally with our guests.
• Assure that all transactions with guests are handled in a legal, ethical manner.
• Comply with Company Standards of Service as outlined for PMG Hospitality .
• Project a favorable image of PMG Hospitality to the public at all times.
• Treats guests, vendors, customers and co-workers with professionalism and respect at all times.
• Complete Departmental, PMG Hospitality, and Brand standards training as assigned.
• Maintains a clean and neat appearance at all times. A complete uniform (or business dress for non- uniformed associates) must be worn at all times in public areas, including name tag.
• Have a thorough knowledge of emergency procedures.
• Must be able to work flexible work hours/schedule including evenings, weekends and holidays.
• Demonstrates a working knowledge of all services and facilities of the hotel, as well as the local area to effectively assist guests.
• Understands and applies all hotel safety and security procedures to maintain a secure and safe environment for employees and guests.
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance coming to his/her attention so that prompt corrective action can be taken.
• Assists all guests in a sincere and courteous manner, and whenever possible, goes the extra mile and does whatever it takes to ensure total guest satisfaction.
• Develop and maintain productive interpersonal relationships and the ability to relate well with a wide variety of individuals, some of whom may require patience and tolerance.

SPECIFIC JOB FUNCTIONS:

FRONT DESK

• Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible.  Maintain and provide accurate information on hotel facilities.
• Maintain cash bank per accounting guidelines.  Comply with all accounting procedures.
• Maintain effective communication within the department. Stay aware of issues relating to guest needs and general hotel operations.
• Attend meetings as scheduled.  Apprise management of any concerns or suggestions.
• Adhere to safety, security and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards. Adhere to security procedures on the handling of guest room keys, the protection of guest related information and conduct weekly inventory of guest room keys.
• Understand and operate front office and telephone computer systems, and equipment such as calculator, fax machines, etc.
• Promptly complete registration process, input and retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate, provide key folder containing guest room key, certificate and coupons as appropriate. Close out guest accounts at time of check out.
• Verify credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance assigned cash bank. Accept and record vouchers, traveler’s check and other forms of payment. Post charges to guest rooms and house accounts using the computer. Process payments per established procedures.
• Provide safety deposit boxes to guests in accordance with established hotel procedures.
  • Promptly answer the telephone using positive, pleasant tone of voice and f