Front Desk/Customer Service Associate

The Pollard Hotel · Red Lodge, Montana
Department The Pollard Hotel
Employment Type Full-Time
Minimum Experience Mid-level
Compensation $10.00-$14.00 hourly



Company Mission:   To exceed our customer’s expectations

Job Summary:  Our Front Desk Associates are our first influence to our guests and have a very important job.  They take reservations, check guests in and out of rooms, direct calls, and answer all guests' questions and concerns, serving as a concierge.  Our Front Desk staff is also keeping up to date on checking in gym members, assisting with event bookings, and selling items from our gift shop.

Essential Job Duties: include the following; other duties may be assigned: 

  • Provide exceptional customer service to our guests at all times

  • Take reservations and process cancellations

  • Perform all guest check-in and check-out procedures

  • Collect payment for room charges and other fees

  • Answer phones and direct calls to appropriate personnel

  • Communicate effectively with our guests and employees through email, telephone, and face-to-face communications

  • Maintain a clean and tidy workspace at all times

  • Inform guests of hotel amenities and offerings

  • Be informed and up-to-date on all types of room accommodation and availability

  • Communicate with housekeeping and maintenance departments as necessary

  • Resolve customer complaints and problems calmly and effectively

  • Store luggage and valuables as needed

  • Serve as a concierge to our guests, providing local information

  • Be proficient with all software and cloud-based systems that the company uses to ring sales, book rooms, and maintain The Gym memberships

  • Audit and balance the reports and income from the day shifts in the restaurant, pub, and hotel

  • Run the automated RoomMaster Day-End Close program

  • Review next day arrival reservations for room availability

  • Assign rooms based on Rooms Sold/Used Analysis Report

  • Create and distribute F&B reservation add-on sheets

  • Perform various clerical and light housekeeping duties such as dusting and vacuuming 

Skills and Qualifications: to perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.

  • Honest and dependable

  • Excellent written and verbal communication skills

  • Team player

  • Computer literate

  • Ability to learn cloud-based computer systems and other on-the-job skills

  • Self-motivated, organized, neat and efficient

  • Ability to maintain calm, polite, and patient in stressful situations

  • Organized and detail-oriented

  • Ability to connect with guests and consistently give them a positive customer experience

Valued Experience/Education:

  • High School Diploma/GED required

  • 2+ years in hospitality/customer service business

  • Experience in using hotel booking software preferred

  • Local knowledge preferred

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  • Location
    Red Lodge, Montana
  • Department
    The Pollard Hotel
  • Employment Type
  • Minimum Experience
  • Compensation
    $10.00-$14.00 hourly