Part Time Front Desk Associate

Kilpatrick Hotels Number Four LLC – Position: Hotel Front Desk Associate (FDA)Department – Front DeskReports To: Front Desk Manager or Assistant General ManagerJob Type: Full-Time I Part-Time Hours / WeekBrands: IHG, Hilton, MarriottThe 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 & DepartureGreet 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 ResolutionRespond 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 ManagementModify 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 & PromotionEducate guests on brand loyalty programs:IHG: IHG One RewardsHilton: Hilton HonorsMarriott: Marriott BonvoyEnroll 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 SupportAccurately 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 SupportCommunicate 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 DeskLog work orders, Cash entries, House stats or Complaints in QUOREAssist in training new front desk staff or cross-training team members when needed.7. Appearance & CleanlinessMaintain professional grooming and uniform standards according to brand guidelines.Ensure front desk, lobby, and guest service areas are clean, organized, and welcoming.Unform ShowingRestricted Personal Calls In the presence of a guestAssist with minor cleaning or lobby organization duties during slow periods.8. Safety & SecurityFollow 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 communicationProblem-solving and conflict resolutionAbility to multitask in a fast-paced environmentComputer literacy (PMS systems, Microsoft Office, Quore)Systems Knowledge:IHG: Opera PMS, Concerto, IHG Merlin Applications, IHG One Rewards & QuoreHilton: PEP PMS, Hotel Key, Hilton Honors Platform & QuoreMarriott: FOSSE, MGS, GXP, Quore & BonvoyWork 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 GuestComfortable 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.