Guest Services Associate - Front Office

Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests

Secure payment; activate/reissue room keys

Ensure rates match market codes, document exceptions

Verify/adjust billing for guests

Communicate to appropriate staff when guests are waiting for an available room

Advise guest of messages

Clear departures in computer system

Coordinate with Housekeeping to track room status and guest concerns

File guest paperwork or documentation

Operate telephone switchboard station

Run and check daily reports, contingency lists, and credit card authorization reports

Supply guests with directions and information

Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests satisfaction

Arrange transportation for guests/visitors

Count and secure bank at beginning and end of shift

Cash-guests checks, process all payment types, vouchers, paid-outs, charges, and provide change

Notify Loss Prevention/Security of any reports of theft

Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets

Welcome and acknowledge guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation

Speak using clear and professional language; answer telephones using appropriate etiquette

Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees

Comply with quality assurance standards

Stand, sit, or walk for an extended period of time