Front Desk Associate

Job Description

The Front Desk Associate serves as the primary point of contact for guests at Best Western Salisbury Plaza. This position is responsible for providing exceptional customer service while efficiently managing the check-in and check-out process, handling reservations, and addressing guest inquiries or concerns. The ideal candidate is professional, organized, and committed to delivering a positive guest experience consistent with Best Western brand standards.

Key Responsibilities

Guest Services

Welcome guests in a friendly and professional manner upon arrival.

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

Provide information about hotel amenities, local attractions, and services.

Respond promptly to guest requests, questions, or concerns.

Ensure a high level of guest satisfaction throughout the stay.

Reservations & Room Management

Process new reservations, modifications, and cancellations.

Verify guest information, payment methods, and identification.

Assign rooms according to guest preferences and availability.

Monitor room status and coordinate with housekeeping to ensure rooms are ready for occupancy.

Financial Responsibilities

Process payments including credit cards, cash, and third-party billing.

Post room charges, taxes, and incidental charges accurately.

Balance cash drawer and shift reports at the end of each shift.

Follow all hotel policies regarding financial transactions and security deposits.

Communication & Coordination

Communicate effectively with housekeeping, maintenance, and management regarding guest needs and room status.

Maintain accurate records of guest interactions and special requests.

Handle phone calls, emails, and online inquiries professionally.

Safety & Compliance

Follow all Best Western brand standards and hotel policies.

Maintain guest confidentiality and data privacy.

Ensure compliance with safety and emergency procedures.

Qualifications

High school diploma or equivalent required.

Previous hotel front desk or customer service experience preferred.

Strong communication and interpersonal skills.

Basic computer skills and ability to learn hotel property management systems.

Ability to multitask and remain calm in a fast-paced environment.

Professional appearance and positive attitude.

Physical Requirements

Ability to stand for extended periods during shifts.

Occasional lifting of up to 25 pounds.

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

Work Environment

Front Desk Associates work in a fast-paced hospitality environment requiring frequent interaction with guests, staff, and vendors while maintaining a welcoming and professional atmosphere.

Equal Opportunity Statement

Best Western Hotels & Resorts is committed to providing equal employment opportunities and maintaining a workplace free from discrimination and harassment.

Part-time