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Job Overview
Employment Type
Full-time
Work Schedule
Rotating Shifts
Benefits
401(k)
Disability insurance
Employee assistance program
Health Insurance
Life insurance
Paid Time Off
room discounts
Employee Food and Beverage Discounts
Job Description
Driftwood Hospitality Management is a leading hospitality company recognized for its comprehensive and integrated approach to hotel services. Known for delivering outstanding client service, the company prides itself on having a team composed of the best talent in the hospitality industry. Committed to fostering a diverse and inclusive workplace, Driftwood Hospitality Management empowers its associates to take the initiative, be proactive, and actively contribute to the success of their properties through well-defined strategies and objectives. The company's culture prioritizes personal growth and professionalism, ensuring that employees are equipped to provide consistent, high-quality service to every guest.
The Front Desk Su... Show More
The Front Desk Su... Show More
Job Requirements
- High school diploma or equivalent
- two years combined prior front desk and supervisor experience
- ability to stand and move throughout the front office continuously
- able to stand for 95 percent of the shift
- able to lift up to 25 pounds
- occasional twisting, bending, stooping, reaching, walking
- ability to effectively communicate orally and in writing
- ability to maintain patience, tact, and diplomacy with customers
- able to perform moderately complex arithmetic without error
- ability to access and use computer systems accurately
- ability to observe and respond to emergency situations visually and auditorily
Job Qualifications
- Graduation from high school or equivalent, combination of education, training or experience providing required knowledge and skills
- ability to effectively deal with internal and external customers requiring patience, tact, and diplomacy
- minimum two years combined prior front desk and supervisor experience
- considerable skill in calculator use and performing moderately complex mathematical calculations
- ability to read, listen, and communicate effectively in English both verbally and in writing
- ability to access and accurately input information using moderately complex computer systems
- hearing and visual ability to observe and detect signs of emergency situations
Job Duties
- Communicate effectively both verbally and in writing to provide clear direction to staff
- assign and instruct front desk clerks in details of work
- observe performance and encourage improvement
- greet guests immediately with a friendly and sincere welcome
- use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions
- promptly complete registration process by inputting and retrieving information from a computer system
- confirm pertinent information including number of guests and room rates
- make appropriate selection of rooms based on guest needs
- code electronic keys
- nonverbally confirm the room number and rate
- provide welcome folders containing room keys, certificates, and coupons as appropriate
- close out guest accounts at time of check out
- negotiate compromises including authorizing revenue allowance if necessary
- verify and imprint credit cards for authorization using electronic acceptance methods
- handle cash, make changes and balance as assigned house bank
- accept and record vouchers, travelers' checks, and other forms of payment
- perform accurate, moderately complex arithmetic functions using a calculator
- post charges to guest rooms and house accounts using the computer
- promptly answer the telephone using a positive and clear English language
- input messages into the computer and communicate content to guests
- retrieve mail, small packages and facsimiles for customers as requested
- remain calm and alert especially during emergency situations and heavy hotel activity, serving as a role model
- resolve customer complications and complaints by conducting thorough research and effective solutions
- make decisions and take action based on experience and good judgment
- manage third party internet billing and arrivals
- prepare group arrivals and pre-arrival packets
- anticipate flow of arrivals and ensure smooth check in and out
- train new agents including cash handling procedures, use of CRM Toolbox, and hotel organization
- ensure compliance with brand standards
- monitor and track time and attendance of associates
- reinforce attendance policy and recommend discipline when necessary
- take actions to ensure high associate satisfaction scores
- perform duties on all shifts including night audit and PBX
- act as manager on duty in absence of Front Office Manager
- turn in lost and found items and guest room keys
- adhere to all company policies and procedures
- follow safety and security procedures and rules
- know fire prevention and emergency procedures
- utilize protective equipment
- report unsafe conditions and incidents
- provide a safe work environment
- maintain a neat, clean and well-groomed appearance
- assist other front desk personnel as needed
- perform other related duties as requested by management
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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