Hotel Front Desk

Hotel Front Desk Associate

The Hotel Front Desk Associate is responsible for contributing to the success of the overall operation by assisting in a variety of roles throughout the hotel and club. These associates are responsible for providing the highest level of member and guest service, registering guests, assigning rooms, securing payment, issuing room keys, and offering further assistance. The Hotel Front Desk associate creates memorable experiences by being hospitable to guests as they arrive, during their stay and departure.

Our unique culture is at the heart of all we do and is guided by our values and behaviors. It's what we expect of ourselves and each other every day. We call it our "Code of Culture".

Our Code of Culture includes Our Mantra, Our Actions We Live By, and Pete's Promise :

Our Mantra :

Respect The Past

Accept Responsibility

Pay it Forward

Our Actions We Live By :

Actions We Live By. It's who we are when we step into our full power.

Keep It Real. Always. We need open and honest discussions. We need courage to speak up and to call things out that aren't good enough. And we navigate tough conversations with empathy and grace.

Think Ahead. Be An Owner. Always be proactive, not reactive; be on the front foot. If we want to be an owner of this business, we must act like it!

Stay Humble. Hustle Harder. Show up and do the hard work. Be a gritty, roll-up-your-sleeves kind of crew. Know it's never about one personwe are a part of a powerful team.

One Team. One Voice. Be ONE united team. When we move in the same direction, there are no limits to what we can accomplish.

Be Curious. Ask Why. Stay member curious. We seek to understand, and we never settle. We ask questions to truly understand the core of a matter.

Pete's Promise : Service Forward

Ruthlessly Consistent

Do the Right Thing

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Primary Job Functions

• Greet members and guests upon arrival, smile, and use names often
• Deliver exceptional service experience to members, guests, and Associates with a goal of retaining guests for repeat business
• Assign rooms to guests in accordance with Marriott BonVoy loyalty status, preferences and in accordance with pre-arrival process.
• Be able to apply the LEARN-EMPATHY-APOLOGIZE-RESPOND-NOTIFY process when handling guest issues.
• Be able to book, confirm, change, and cancel reservations upon request.
• Be able to assist in posting charges such as room, food, liquor, spa services, or telephone to guest accounts
• Be knowledgeable of all hotel and club services, policies, hours of operation, special programs, marketing specials, department manager names and titles, and so on, and be able to answer hotel guests' questions and to market all services to guests
• Be knowledgeable of all Navigator information, including where and how to access them, and be able to provide concierge-type services to hotel guests
• Assist hotel guests and club members in using the Business Center's computers, printers, copier, and fax machine; check the room frequently to deter vandalism or theft
• Compute guest folios, review accounts and process payment upon check-out.
• Answer incoming telephone calls when calls are forwarded to the hotel Front Desk; transfer calls professionally and efficiently; take accurate messages as needed
• Control the safe deposit box room and system; assist guests with signing in and signing out safety deposit box items
• Follow all Hotel operational policies for the Front Desk, Business Center, safe deposit boxes
• Be highly security and safety-conscious; report all suspicious or inappropriate behavior to the Front Office Manager, Rooms Director and Security Officer
• Assist with administrative duties such as scanning, faxing, online support, shipping and organizing as requested
• Other responsibilities or projects assigned by the Front Desk Manager
• Represent the club in a professional manner through image, dress, communication, and immediate follow through and response
• Provide membership sales team with guest / prospect lead contact information

Other Job Functions