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Front Desk Associate in Buffalo, New York at Embassy Suites Buffalo

NewSalary: $16 - $17
Embassy Suites Buffalo
Buffalo, New York, 14202, United States
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Job Description

This role requires availability during weekends, holidays, and morning (7AM - 3PM) and afternoon (3PM - 11PM) shift availability. This is a full-time position, with schedules based on business needs. Flexibility with scheduling is essential to support hotel operations and ensure consistent coverage.

JOB SUMMARY

The Front Desk Agent provides prompt, courteous, and professional guest service by efficiently checking guests in and out of the hotel, answering questions, and resolving guest concerns throughout their stay. This role supports an excellent arrival and departure experience, promotes hotel services and amenities, and ensures accurate guest account handling, documentation, and communication through approved systems.

ESSENTIAL FUNCTIONS

  • Provide friendly, professional guest service at all times, including greeting guests immediately with a positive and clear speaking voice.
  • Check guests in and out efficiently, ensuring an accurate, smooth arrival and departure experience.
  • Input and retrieve information from hotel computer systems to confirm guest details, including number of guests, rate, dates, and payment method.
  • Assign rooms based on guest needs and hotel availability; activate and issue electronic room keys.
  • Explain hotel amenities, services, and applicable rewards/loyalty program information during check-in and throughout the stay.
  • Respond promptly to guest requests, questions, and concerns; actively listen, problem-solve, and take appropriate action to resolve issues (including service recovery when needed).
  • Answer and route incoming phone calls and respond to emails in a timely manner; document correspondence and key guest notes in the appropriate system.
  • Ensure rooms, taxes, incidentals, and all services are accurately posted to guest accounts; review folios for accuracy and address discrepancies.
  • Process check-out payments and charges accurately and in accordance with hotel procedures.
  • Complete required daily reporting, shift documentation, and recordkeeping as assigned.
  • Maintain a clean, organized, and guest-ready front desk area, including restocking key cards, envelopes, printer paper, and other operational supplies.
  • Ensure the lobby beverage/refreshment area (if applicable) is stocked, clean, and organized.
  • Coordinate with other departments (housekeeping, maintenance, valet, etc.) to support guest needs and operational flow, especially during peak arrival/departure periods.
  • Report maintenance deficiencies, safety hazards, accidents, or injuries promptly to management.

    • OTHER DUTIES

  • Support other departments during downtime as assigned (e.g., folding towels, light cleaning, sweeping/mopping, changing light bulbs).
  • Attempt to communicate with guests in the guest’s native language when possible and appropriate.
  • Support valet operations as needed.
  • Follow all safety procedures and be able to recognize and respond appropriately in emergency situations.
  • Follow Personal Protective Equipment (PPE) requirements and report defective, damaged, or missing PPE to management.
  • Maintain clean, professional uniform and personal appearance and contribute to a hospitable service atmosphere.
  • Perform other duties as assigned.

    • EDUCATION & EXPERIENCE

  • High school diploma or equivalent preferred.
  • 1–2 years of guest service and/or hospitality experience preferred.
  • Valid driver’s license with a clean driving record preferred.

    • KNOWLEDGE, SKILLS & ABILITIES

  • Strong customer service orientation; ability to communicate with empathy, defuse emotions, problem-solve, and make sound decisions to resolve guest concerns.
  • Strong verbal and written communication skills; ability to read, write, listen, and communicate effectively in English.
  • Ability to consistently arrive to work on time when scheduled.
  • Strong organization and time-management skills; ability to manage multiple tasks in a fast-paced environment.
  • Ability to access and accurately input and retrieve information using computer-based systems.
  • Ability to perform moderately complex mathematical calculations accurately (including use of a calculator).
  • Ability to follow established procedures for handling guest payments and account information.
  • Ability to work in a 7-day per week, 24-hour per day business environment, including nights, weekends, and holidays as scheduled.


    • PHYSICAL DEMANDS & WORK ENVIRONMENT

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

  • Ability to stand for the duration of the shift at the front desk, with periodic walking throughout the lobby and back-office areas (typically 8-hour shifts).
  • Frequent walking; occasional bending, stooping, and reaching to assist guests, access supplies, and perform lobby and front desk area walk-throughs.
  • Ability to read and verify identification, reservations, and folios; process payments and complete accurate data entry.
  • Frequent speaking and active listening with guests and team members, including in-person and phone communication.
  • Frequent use of hands and fingers to operate a computer, credit card terminal, key card encoder, and multi-line phone system.
  • Frequent reaching and grasping (e.g., handling documents, key packets, supplies, and guest items at the front desk).
  • Ability to lift, push, or pull items up to 30 lbs (e.g., moving boxes of supplies, repositioning small lobby items, or assisting with guest luggage when needed).
  • Work is performed primarily indoors in a public-facing hotel lobby/front office environment with frequent guest interaction, occasional high volume/peak periods, and typical background noise.
  • Frequent close vision and screen time for extended periods while using property management systems and other office equipment.
    • No immigration or work visa sponsorship will be provided for this position.

    Uniland Hospitality is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic. Protected veterans and individuals with disabilities are encouraged to apply.


    7AM - 3PM
    3PM - 11PM

    Job Location

    Buffalo, New York, 14202, United States

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