Front Desk Associate FT - Holiday Inn Express & Suites Lubbock Southwest - Wolfforth

Job Details: Job Location: Taj Holiday Inn Express & Suites Southwest Wolfforth - Wolfforth, TX, Education Level: None, Salary Range: Undisclosed, Travel Percentage: Negligible, Job Shift: Day/Mid/Night, Summary/Objective 
Meet people from around the world!  Front Desk Associates can make a real difference in someone's day by offering warm greetings and excellent customer service to our guests. 

This position is the first impression that guests have when arriving at the hotel and is responsible for ensuring that it is a positive experience. The Front Desk Associate (FDA) welcomes the guest, checks them in, and ensures that payment is handled accurately and efficiently. FDA’s are responsible for not only making a good impression at arrival, but for ensuring that the entire guest experience is an exceptional one.

Responsibilities

Responsibilities include but are not limited to the following:

Walk the property upon arrival and throughout the shift to ensure that it is clean and free from debris.
Communicate w/the previous shift, check the pass-on log for important information, resolve issues as needed.
Manage the cash drawer, counting the cash upon arrival and logging it into the appropriate log.
Assign any remaining arrival reservations, printing the registration cards and making keys as needed.
Handle all aspects of the check-in process for arriving guests, including greeting new arrivals, entering all guest demographics accurately, ensuring correct payment methods.
Welcome guests to the hotel, recognizing Rewards Members by name and level.
Provide information about the hotel that will enhance their stay (pool, fitness room, breakfast, etc.)
Handle Reservations, including new reservations and those made by 3rd party vendors. Note all pertinent information such as arrival date, length of stay, Rewards Members status, etc..
Answer all phone calls and handle all phone services, including incoming calls, guest room connections and requests for wake-up calls.
All FDAs must know and understand how to compile a Night Audit Pack to ensure that all required notations are made in the system as guests are registered or checked.
1st Shift FDAs are responsible for reviewing/correcting the Night Audit Pack each morning prior to GM review.
FDA’s working the night shift will:

Run various reports and perform audits to ensure that the registration cards match the report data and resolve any outstanding issues.
Run the night audit and prepare the Night Audit Pack for review by the 1st shift FDA and GM.
Run check-out folios and place under guest doors.
Set up breakfast.
Run various reports to close out the accounting system and ready the property for the next business day.

Log maintenance issues that arise in the appropriate log or call a maintenance person if it needs immediate attention.
Manage the sweet shop, ensuring that it is fully stocked. Handle all forms of payment rendered for items sold.
Maintain the business center, ensuring that it is stocked with paper, pens and pads, and take out trash as needed.
Clean all public areas, including the pool, lobby, lobby restrooms, elevator, hallways, etc. Pick up litter and take out trash to maximize positive guest experiences.
Shift close, including cashiering and verifying the cash amount for shift hand-off is accurate.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice as required by the Chief Operations Officer.

Position Type and Expected Hours of Work
This is a full-time position.  Hotel shifts are assigned from 7am – 3pm, 3pm – 11pm and 11pm – 7am.  All effort is made to ensure that hours are primarily on the shift for which you are hired.  However, alternate shifts, extended hours, nights, weekends, and holidays may be required on occasion.

Work Environment

This job operates in a professional office environment and an indoor hotel w/public and private spaces.  This role also will routinely be outside to monitor and maintain the property.  This role routinely utilizes standard office equipment such as computers, phones, photocopiers, filing cabinets, scanners and fax machines.  This job also requires use of commercial cleaning supplies, kitchen equipment, and hotel linens and supplies.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

While performing the duties of this job, the employee is regularly required to talk and hear.  The employee frequently is required to stand; walk; use hands to finger, handle or feel; bend; kneel; squat; sweep and push; twist; smell; and reach with hands and arms, and requires the ability to lift up to 25 pounds.

Qualifications

Ability to make sound decisions based on reason and facts with freedom from error.
Demonstrate excellent communication skills, both verbal and written.
Must be friendly, w/proven interpersonal skills; ability to communicate/interact with all levels of personnel and guests.
Must be detail oriented and flexible and have good computer skills.
Possess a basic understanding of cash handling and debit/credit relationships.
Conscientious and self-motivated, able to work with little to no supervision.
Maintain confidentiality of non-public property information and guest profiles.
Maintain personal hygiene, good grooming habits and professional dress at all times while attending to company business.

Required Education / Experience

Minimum: High School Diploma, GED Equivalent or five (5) consecutive years of consistent employment.
Preferred: 1 to 2 years’ directly related customer service experience. Prior experience within the Hospitality industry preferred.

Qualifications: