Position: Front Desk Associate

(Limited-Service Hotel) Reports To: General Manager / Assistant General Manager

Department:

Guest Services / Front Office Status: Hourly, Non-Exempt

Position Summary

The Front Desk Associate is responsible for providing friendly, efficient, and professional guest service in a limited-service hotel environment. This role supports guest satisfaction by ensuring smooth check-in and check-out processes, handling guest inquiries, and maintaining compliance with hotel brand standards and company policies.

Primary Responsibilities

Greet guests in a friendly and professional manner upon arrival.

Perform guest check-in and check-out procedures accurately and efficiently.

Operate the property management system (PMS) in accordance with hotel standards.

Handle guest reservations, room assignments, and key issuance.

Process guest payments, room charges, and incidentals accurately.

Answer incoming calls and provide accurate information regarding hotel amenities, policies, and local attractions.

Respond promptly and professionally to guest requests, questions, and concerns.

Communicate guest feedback or operational concerns to management promptly.

Maintain a clean, organized, and professional front desk and lobby area.

Follow all cash-handling, safety, and security procedures.

Assist with opening and closing duties and complete assigned paperwork.

Coordinate with housekeeping and maintenance to ensure guest satisfaction.

Guest Experience Expectations

Deliver a welcoming and consistent guest experience reflective of hotel brand standards.

Engage with guests in a friendly, professional, and courteous manner.

Anticipate guest needs and provide solutions whenever possible.

Qualifications & Requirements

Prior customer service or hospitality experience preferred; hotel experience a plus.

Strong customer service and communication skills.

Basic computer, math, and cash-handling skills.

Ability to multitask and prioritize responsibilities in a fast-paced environment.

Ability to work evenings, weekends, and holidays as required.

Ability to stand for extended periods. Ability to lift, push, or pull up to 30 pounds.

Physical & Work Environment

Standing and walking for extended periods.

Indoor front desk and lobby environment with moderate noise levels.

Professional Standards

Maintain a professional appearance in accordance with hotel grooming and uniform standards.

Demonstrate reliability, teamwork, and a positive attitude.

Uphold company values and contribute to a respectful work environment.