Front Desk Associate - Aloft Raleigh | Raleigh, NC

TBC Hotels•Raleigh, NC

About The Position

Located on Hillsborough Street directly across from North Carolina State University’s iconic Memorial Bell Tower, the Aloft Raleigh captures the energy, vibrancy, and spirit of the city it calls home. With its bold design, modern guest rooms, and lively WXYZ Bar, the Aloft Raleigh offers an experience that is anything but ordinary. Consistently ranked among the top 5% of Aloft Hotels worldwide for guest satisfaction, our 135-room hotel sits just minutes from Downtown Raleigh, Raleigh-Durham International Airport, and the city’s most exciting destinations. Currently, the Aloft Raleigh is looking to hire a Full Time and/or Part Time Front Desk Associate. The Front Desk Associate plays a crucial role in creating a positive and memorable experience for guests, contributing to the overall success of the hotel's operations and reputation. They are the first point of contact for guests, providing a welcoming and efficient experience throughout their stay. This role requires exceptional customer service skills, attention to detail, and the ability to handle various tasks simultaneously while maintaining a positive attitude.

Requirements

Excellent communication and interpersonal skills.
Strong organizational and multitasking abilities.
Problem-solving skills and the ability to handle challenging situations with composure.
Customer-focused attitude and a commitment to providing exceptional service.
Physical presence and approachability are important for creating a welcoming atmosphere and providing personalized assistance to guests.
Effective verbal communication skills to interact with guests and team members professionally.
Adherence to the hotel's dress code and maintaining a neat and professional appearance at all times.
Reliable and punctual.
High School graduate or G.E.D. equivalent required.
Read, write, and speak English fluently.
Flexibility to work shifts, including weekends and holidays, based on the hotel's operational needs.
The ability to multitask and manage time effectively is essential to handle various guest requests, administrative duties, and communication simultaneously.
Proficiency in using computer systems and software, including property management systems (PMS) and Microsoft Office Suite.

Nice To Haves

Experience in hospitality/hotel environment, a plus.
Previous experience in customer service or front desk operations is preferred.

Responsibilities

Greet guests warmly and ensure a smooth check-in process.
Verify guest information and process reservations accurately.
Collect necessary payments and issue receipts during check-out.
Address guest inquiries and provide information about hotel amenities, policies, and local attractions.
Handle room reservations, modifications, and cancellations effectively.
Collaborate with housekeeping to manage room inventory and ensure timely availability.
Provide excellent customer service by promptly responding to guest inquiries, concerns, and requests.
Assist guests with luggage, transportation arrangements, and other needs.
Resolve guest complaints or issues professionally and promptly, ensuring guest satisfaction.
Communicate effectively with other hotel departments to ensure smooth operations.
Relay messages, package deliveries, and special requests to appropriate personnel.
Collaborate with colleagues to ensure a seamless guest experience.
Assist with preparing and distributing daily reports, including room occupancy and revenue summaries.
Handle cash, credit card transactions, and other forms of payment accurately.
Reconcile cash drawer at the beginning and end of each shift, following established procedures.
Follow security protocols to ensure the safety of guests and hotel property.
Monitor and control access to the hotel premises, adhering to security policies.
Promote hotel services, amenities, and special offers to guests.
Upsell room upgrades, dining options, and other hotel services to enhance the guest experience.