Front Desk

REPORTS TO: Senior Xperience Associate / Jr. Xperience Managerand Xperience ManagerMIN REQUIREMENTS: High School Degree or Higher,6 months of hotel front deskexperienceSCHEDULE REQUIREMENTS: Flexible availability. Able to work AM or PM shifts and/or Night Audit shift when neededSUMMARY / OBJECTIVEThe Xperience Associate is responsible for establishing and maintaining guest services along with beingresponsible for the various tasks involved in the overall operation of the front office, includingmaximizing sale and controlling expenses of the front office. The Xperience Associate will also assumethe Manager on Duty role in the absence of the Xperience Manager. CONCEPT CORE VALUESGuest Satisfaction - This commitment is based on the recognition that success in the lodgingbusiness cannot be achieved without making a serious and genuine commitment to meeting andexceeding customer satisfaction. Concept aspires to "delight" every customer. Associate Satisfaction -As we treat our associates so shall they treat our customers. Successfullydelivering customer service on a consistent basis dictates that the enterprise keeps its focus onassociate happiness, their satisfaction. Concept nurtures and supports individual and team Community - Concept is committed to supporting all its host communities and the greaterlodging industry in which it conducts business. Transparency - For the enterprise to operate efficiently, Concept is committed to continuouslypromoting and nurturing a work environment of open, honest, direct and timelycommunications at all times. Accountability - Concept recognizes and appreciates that accountability means all associatestake ownership for results and outcomes. We further understand that accountability requiresproviding necessary resources. Sustained success warrants that the entire organization iscommitted to delivering exceptional operating results. Innovation - Concept views itself as an innovator and is committed to encouraging andrewarding innovation. GENERAL RESPONSIBILITIESBe proficient on the use of office equipment and property management systemHave a good understanding of all hotel operating procedures Enforce all existing and new policies and procedures with the front office and breakfast areastaffRegister and assign rooms to guests Respond to guest needs, requests and concerns Collect payment from guests Communicate pertinent guest information to designated departmentsSPECIFIC RESPONSIBILITESOperationsSend end of the day activity and accomplishment email on a daily basis to the Xperience Manager and a copy to the Xperience Director Be proficient on the use of the property management systemHave a good understanding of all hotel operating procedures, champion Standard Operating Procedures (SOPs) Enforce all existing new policies and procedures with the front office and breakfast areastaffRegister guests in and out per SOP'sProcess reservations by mail, telephone, fax and central reservation system referrals Have complete knowledge of room types and offered rate plans Fully understand the hotels' policy on guaranteed reservations and no-shows Process cancellations and modifications to reservations Be proficient on the use of all front office equipment such as credit card machine, copierand fax Constantly monitor front office communication logs Monitor appearance of all front desk, business center, vending and breakfast areas Inform the Xperience Manager of any unique situations or unusual developments in frontoffice operations Collaborate with Clean Team Manager regarding updated Room Status List to ensure Xperience Associate is aware of room statuses at designated times as outlined by SOPSolicite social media reviews from departing guests Direct and coordinate "Wine Hour" procedures (at applicable properties where Wine Hourprogram existsHuman ResourcesPromote goodwill by being courteous, friendly and helpful to guests, managers and all otherassociatesOPTIMUM ATTIBUTESDetail oriented Pleasing personality Good team player Good listener Well groomed and professional appearance Open with praise, discrete with criticism Innovative and creative Effectively uses technology to accomplish hotels' goals and objectives Customer and client focused Ability to work under pressure/stress and maintain composure at all times