Front Desk Associate (Full-Time)

Front Desk Associate

Job Description & Core Responsibilities

Department: Resort Front Desk

Reports To: RFD Supervisor/Manager

FLSA Status: Non-Exempt

Pay Grade: Grade 4

Gaming Class: Non-Compact/Gaming License Not Required

Position Summary:

The Front Desk Associate is responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. The Front Desk Associate is responsible for taking and processing payment information for the guest's account upon completion of their stay.

Core Duties and Responsibilities:

The Guest Service Standards is responsible for the following duties:

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing events and promotions, providing pertinent resort front desk information, and ensuring guest knows location of room.
• Assist guests with check-out including, processing credit and debit cards, accepting and recording various forms of payment, and processing gift certificates.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room types, room rates, packages, promotions, the local area and other general product knowledge, and answer guest questions and inquiries.
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
• Respond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient manner.
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction.
• Receive, input, retrieve and relay messages to guests.
• Review arrival list daily and assist in preparing and assigning rooms based on special requests and accommodations.
• Keep the front desk area clean and organized as well stocked with keys and keycards.

Competencies:

• Meets the company’s guest service standards.
• Demonstrates teamwork/gets along well with co-workers.
• Is reliable and dependable.
• Demonstrates strong communication skills.
• Follows company and departmental policies and procedures.
• Demonstrates a positive attitude.
• Responds well to constructive criticism.

Qualifications – Education and Experience:

Minimum Qualifications:

• None required.

Preferred Qualifications:

• High school diploma or equivalent.
• Strong mathematical skills.
• Strong organizational skills.
• Ability to work all shifts and days including weekends.

Work Environment:

The work environment is fast-paced and requires overall good mental and physical health.

Physical Demands:

Job-specific abilities and requirements include:

• 8+ hours per day at standing desk/computer; stand and walk frequently throughout the workday.
• Walking, bending, light lifting up to 30 pounds occasionally.
• Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing.
• The ability to tolerate various scents, noises, and bright lights is required.

Preference:

It is the policy of the Bois Forte Band, pursuant to tribal and federal law, to give preference to qualified Native Americans in hiring, promotion, and departmental transfers. Preference will be extended to members of the Bois Forte Band, members of other federally recognized tribes and to status Natives born in Canada.