Front Desk

POSITION: Xperience Associate REPORTS TO: Senior Xperience Associate / Jr. Xperience Manager / Xperience Manager MINIMUM REQUIREMENTS: High School Diploma or equivalent; minimum of 6 months of hotel front desk experience SCHEDULE REQUIREMENTS: Flexible availability required, including morning, evening, and overnight/Night Audit shifts as needed

SUMMARY / OBJECTIVE

The Xperience Associate is responsible for delivering exceptional guest service while performing key daily operational and administrative tasks within the front office. This position plays an active role in driving room sales, controlling operational expenses, and ensuring guest satisfaction. Additionally, the Xperience Associate steps into the Manager on Duty role in the absence of the Xperience Manager to ensure seamless operations and team support.

CONCEPT CORE VALUES

• Guest Satisfaction: Committed to exceeding guest expectations and delivering memorable, delightful hospitality experiences.
• Associate Satisfaction: Dedicated to fostering a supportive, positive work environment that nurtures personal and team excellence.
• Community: Actively supporting local host communities and contributing positively to the hospitality industry.
• Transparency: Promoting open, honest, direct, and timely communication across all levels of the organization.
• Accountability: Empowering team members to take ownership of operational outcomes and deliver strong results.
• Innovation: Encouraging creative solutions, continuous learning, and forward-thinking hospitality practices.

GENERAL RESPONSIBILITIES

• Front Desk & Guest Operations: Execute guest check-in/check-out procedures, manage reservations via phone, email, and CRS, and assign room accommodations per brand SOPs.
• Guest Service & Problem Resolution: Serve as the primary point of contact for guest inquiries and special requests; handle and resolve guest complaints promptly and professionally.
• Financial & PMS Operations: Process payments, modifications, and cancellations; operate property management systems (PMS) and front office equipment with full proficiency.
• Daily Reporting & Communication: Send daily end-of-day accomplishment reports to the Xperience Manager and Regional Xperience Director; actively monitor communication logs.
• Facility & Presentation Standards: Oversee the cleanliness and visual standards of the front desk, lobby, business center, vending areas, and breakfast spaces.
• Interdepartmental Coordination: Collaborate closely with the Clean Team Manager to track live room statuses and support seamless housekeeping workflows.
• Sales & Engagement Support: Encourage departing guests to leave online reviews and coordinate guest amenities (e.g., property "Wine Hour" programs where applicable).

QUALIFICATIONS & SKILLS

• Preferred Experience: Strong background in hospitality customer service, reservation management, and front office operations.
• Technical Skills: Proficiency with Property Management Systems (PMS), credit card processing terminals, and standard office software.
• Key Competencies: Excellent verbal and written communication, proactive problem-solving, strong attention to detail, and the ability to maintain composure under high-pressure situations.

ASSOCIATE APPRECIATION & PERKS

• Real-Time Recognition & "Standing Ovation": Digital shout-outs through ADP Connect celebrating team members who go "above-script" or deliver exceptional guest experiences.
• Quarterly Superstars Celebration: Dedicated quarterly appreciation lunches and events recognizing top performers.
• Spotlight on the Star (Birthday Bonus): Annual birthday celebrations with a tenure-based monetary bonus ($50/year for Full-Time, $25/year for Part-Time).
• Holiday Spirit & Gift Cards: Annual holiday appreciation lunches and end-of-year gift cards ($75 for hourly team members).
• Departmental Appreciation: Dedicated celebrations and perks during special recognition periods, such as International Housekeeping Week.
• Team Spirit & Brand Swag: Annual strategic swag allocation to build brand pride and foster a unified culture.
• Employee, Friends & Family Travel Perk: Eligible for two-night discounted hotel stays ($49/night + tax) annually across company properties for employees and designated family/friends.
• Generous Employee Referral Program: Cash bonuses for referring new talent - $300 for hourly roles and $500 for salaried roles (paid at 90 and 180 days).