Front Desk Associate

This position maximizes revenue and creates value by providing excellent customer service. This includes effective reservation sales, handling all guest accounts efficiently and accurately, and assisting in all phases of the guest experience, such as check‑in, check‑out, and problem resolution.

General:
This employee must display effective listening and communication skills, initiative, ability to work independently and in teams, and lead by example. He/she must be able to exercise good judgment and discretion, display effective problem‑solving skills, and provide excellent customer service. Additionally, he/she must have the ability to multitask, maintain composure under pressure, and display a high level of professionalism, integrity, and follow‑through.

We expect our employees to approach their work with passion, enthusiasm, and attention to customer satisfaction. We also expect our employees to champion, embrace, and live the company values.

• Integrity:
  We are honest, genuine, and transparent in our interactions.
• Concern for Others:
  We care for each other and our guests.
• Collaboration:
  
  We value diversity and the “come as you are” spirit and personality.
• Accountability:
  We make mistakes, learn from them, and strive for continuous improvement.
• Hospitality Soul:
  We have fun creating lifelong memories for each other and our guests.

To apply for this position, you must be legally authorized to work in the United States. Upon hire, you must complete the I-9 form within the first 3 days of employment.

• Regular attendance and reporting to work on time, ready to begin your shift, is an essential function of employment (being tardy places an unfair burden on the team).
• Ability to work flexible schedules (including weekends, nights, holidays) to meet hotel/guest needs.
• Communicating effectively, both verbally and in writing (i.e., use appropriate language, display proper tone, attitude, and body language when communicating).
• Ability to understand and follow instructions as directed by supervisor/manager.
• Working safely is a condition of employment. All employees must follow the safety policies.
• Performing the job duties as described. (Reasonable accommodations will be considered in accommodating disabilities. If you believe you need an accommodation, please speak with your supervisor, General Manager, or Human Resources.)

• Be polite, courteous, and helpful to all guests and coworkers, displaying a positive “can‑do” attitude while maintaining a high level of professionalism consistent with the company values.
• Acknowledge our guests with a smile and a friendly “hello.” Promptly attend to guest needs.
• Comply with all hotel policies and procedures, i.e., Employee Handbook, Conduct Policy, Safety Policy, etc.
• Comply with guest privacy standards.
• Report to your supervisor or the MOD, immediately, all injuries occurring while on duty, no matter how minor. (Fraud, Dishonesty, and False Statements regarding an injury will result in disciplinary action up to and including termination).
• Act as a safety and security agent by identifying and reporting potential risks to guests and/or employees to the Manager or General Manager.
• Arrive to work on time (follow call‑out policy), and in appropriate work attire (uniform, footwear), neat in appearance.
• Complete work in a timely manner and meet productivity standards/expectations.
• Keep the work area clean, neat, and well‑organized.
• Demonstrate a team behavior and attitude of working together effectively to accomplish tasks (even if outside specific job duties).
• Seek approval from management prior to working overtime (i.e., punching in early or staying beyond the scheduled shift).
• Perform additional duties as assigned.

• Welcome and check‑in guests in a friendly and efficient manner, demonstrating excellent customer service and phone etiquette.
• Accountable for assigned cash drawer(s) and cash balances (make correct change).
• Answer and transfer calls in a timely (preferably 3 rings) and courteous fashion.
• Manage all aspects of the reservations process (process room reservations, secure deposit, and…