Hotel Front Desk

Job Overview

THE KEY HOTEL
HILTON GARDEN INN DUBUQUE
Q CASINO + RESORT

Front Desk

BASIC FUNCTION

The Hotel Front Desk Agent will operate the front desk and assist guests with inquiries and other needs during registration, stay, and checkout.

ORGANIZATIONAL RELATIONSHIPS

Reports to:       Assistant Hotel Operations Manager

RESPONSIBILITIES

• Efficiently manages the operations of the front desk, ensuring minimal time is required for check in and checkout.
• Warmly and professionally welcome all guests.
• Directs guests to appropriate hotel staff for assistance with questions and special requests regarding food, laundry, concierge services, or housekeeping. 
• Treats requests with professionalism, tact, and a courteous manner.
• Ensures prompt delivery of final bills to guests.
• Ensures the lobby and shared areas are neat and orderly.
• Maintains knowledge of hotel policies including room rates, discounts, special offerings, and community events.
• Maintains knowledge of upcoming events, local area, and hotel offerings.
• Performs other related duties as assigned.

QUALIFICATIONS

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills including dealing with difficult and rude patrons.
• Excellent organizational skills and attention to detail.
• Familiarity with local area with the ability to provide directions and maps to local attractions and destinations.
• Proficient with Microsoft Office Suite or related software.
• High school diploma or equivalency required.
• At least one year of experience with the hotel required.

MENTAL AND PHYSICAL REQUIREMENTS

• Prolonged periods of standing at the front desk and sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

WORKING ENVIRONMENT AND CONDITIONS

Occasional outside activities with exposure to weather conditions and loud noise (music)

EQUIPMENT AND TOOLS

General office equipment including, but not limited to:

• Computer
• Copy machine
• Coffee machines
• Calculator
• Credit card machine
• Phones