Front Desk Associate

           Kilpatrick Hotels Number Four LLC 

Job Description  – Position: Hotel Front Desk Associate  (FDA)

Department –  Front Desk

Reports To:   Front Desk Manager or Assistant General Manager 

Job Type: Full-Time I Part-Time                                                      Hours / Week

Brands:  IHG, Hilton, Marriott 

Job Summary:

The Front Desk Agent is the first point of contact for guests and plays a critical role in delivering a positive guest experience. This position is responsible for welcoming guests, checking them in and out of the hotel, handling guest requests, and ensuring brand standards are consistently met with professionalism, warmth, and accuracy.

Key Responsibilities:

1. Guest Arrival & Departure

• Greet all guests warmly, professionally, and in accordance with brand standards.
• Complete the check-in and check-out process accurately and efficiently using hotel property management systems.
• Verify guest identification, payment methods, and reservation details.
• Offer assistance with luggage, transportation, and directions if necessary.

Brand Standards:

• IHG:  Follow IHG’s “True Hospitality” behaviors and Opera PMS/Hotel Key system for fast check-in/out.
• Hilton:  Follow Hampton by Hilton’s “100% Satisfaction Guarantee” behavior, Use PEP PMS and execute Hilton CleanStay check-in experience as listed on Hilton Lobby.
• Marriott:  Follow Marriott’s “100% Guarantee” behaviors, Utilize FOSSE and GXP for mobile check-in and loyalty recognition.

2. Guest Service & Problem Resolution

• Respond promptly to guest requests, complaints, and issues, escalating to management as needed.
• Coordinate with housekeeping and maintenance to fulfill guest needs (e.g., extra towels, room changes, repairs).
• Provide personalized service, including wake-up calls, directions, and local area recommendations.
• Uphold the hotel’s service promise to resolve all guest issues within 15 minutes when possible.

3. Reservations & Room Management

• Modify and confirm reservations as requested.
• Maximize occupancy by managing overbooking situations and walk-ins per front office strategy.
• Communicate room status to housekeeping and other departments using proper software.
• Balance inventory and update availability in PMS and online platforms as directed.

4. Loyalty Program Enrollment & Promotion

• Educate guests on brand loyalty programs:
  • IHG:  IHG One Rewards
  • Hilton:  Hilton Honors
  • Marriott:  Marriott Bonvoy
• Enroll eligible guests in loyalty programs and promote benefits and special offers.
• Recognize loyalty status during check-in and provide applicable perks (e.g., upgrades, welcome gifts, points).

5. Financial Transactions & Audit Support

• Accurately post room charges, payments, and incidental charges to guest accounts.
• Handle cash, credit cards, and direct billing following PCI and brand policy standards.
• Balance cash drawer at the end of each shift.
• Support Night Audit team with required data entry and reporting when applicable.

6. Communication & Team Support

• Communicate effectively with team members, other departments, and hotel leadership.
• Attend shift briefings and staff meetings to stay informed of guest needs and hotel activities.
• Preform Bucket check between Housekeeping and Front Desk 
• Log work orders, Cash entries, House stats or Complaints in QUORE
• Assist in training new front desk staff or cross-training team members when needed.

7. Appearance & Cleanliness

• Maintain professional grooming and uniform standards according to brand guidelines.
• Ensure front desk, lobby, and guest service areas are clean, organized, and welcoming.
• Unform Showing 
• Restricted Personal Calls In the presence of a guest
• Assist with minor cleaning or lobby organization duties during slow periods.

8. Safety & Security

• Follow hotel security protocols and emergency procedures.
• Ensure guest confidentiality and data security at all times.
• Report any suspicious behavior or unsafe conditions to the supervisor or security immediately.

Qualifications:

• Education:  High school diploma or equivalent required; college coursework in hospitality preferred.
• Experience:  Prior hotel or customer service experience preferred; brand experience is a plus.
• Skills:
  • Strong verbal and written communication
  • Problem-solving and conflict resolution
  • Ability to multitask in a fast-paced environment
  • Computer literacy (PMS systems, Microsoft Office, Quore)
• Systems Knowledge:
  • IHG:  Opera PMS, Concerto, IHG Merlin Applications, IHG One Rewards & Quore
  • Hilton:  PEP PMS, Hotel Key, Hilton Honors Platform & Quore
  • Marriott:  FOSSE, MGS, GXP, Quore & Bonvoy 

Work Conditions:

• Must be available to work flexible shifts, including weekends, holidays, and overnights if needed.
• Standing for extended periods; occasional lifting up to 25 lbs.
• Must by standing at in the Presence of a Guest
• Comfortable working in a fast-paced, guest-facing environment.

Acknowledgment:

I acknowledge that I have read, understood, and agree to the responsibilities and requirements for the position of Hotel Front Desk Agent.

Candidate/Employee Acceptance: DATE: WITNESS: DATE: