Hotel Front Desk

THE KEY HOTEL

HILTON GARDEN INN DUBUQUE

Q CASINO + RESORT

Hotel Front Desk Associate

POSITION SUMMARY
The Hotel Front Desk Associate is responsible for welcoming guests, managing check-in and checkout processes, and providing exceptional service throughout their stay. This dual-brand role supports both The Key Hotel and Hilton Garden Inn Dubuque, with shifts possible at either location. The associate ensures smooth front desk operations, maintains lobby cleanliness, and assists guests with inquiries, directions, and hotel services.

REPORTING STRUCTURE

• Job Title: Hotel Front Desk Associate
• Reports to: Hotel Operations Manager

DUTIES AND RESPONSIBILITIES

• Efficiently manages front desk operations, ensuring quick check-in and checkout.
• Warmly and professionally welcomes guests.
• Directs guests to appropriate staff for assistance with food, laundry, concierge, or housekeeping.
• Handles guest requests with professionalism and courtesy.
• Ensures prompt delivery of final bills.
• Keeps lobby and shared areas neat and orderly.
• Maintains knowledge of hotel policies, room rates, discounts, and local events.
• Provides information about local attractions and hotel offerings.
• Operates and maintains laundry equipment including washers, dryers, and iron press.
• Washes, dries, folds, and sorts hotel linens.
• Stocks laundry closets and carts.
• Maintains daily laundry records and inventory of supplies.
• Responds professionally to guest complaints.
• Performs other related duties as assigned.

REQUIRED SKILLS AND ABILITIES

• Excellent verbal and written communication.
• Strong interpersonal and customer service skills, including handling difficult patrons.
• Organizational skills and attention to detail.
• Familiarity with the local area and ability to provide directions.
• Proficiency with Microsoft Office Suite.
• Experience using laundry detergents and equipment.
• Ability to work long hours and weekends.
• Quick decision-making and problem-solving.
• Team collaboration and high attention to detail.

EDUCATION AND EXPERIENCE

• High school diploma or equivalent required.
• Legally authorized to work in the U.S.
• Basic English literacy required.
• Customer service experience preferred but not required.

PHYSICAL REQUIREMENTS

• Prolonged periods of standing at front desk and sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

WORKING ENVIRNMENT AND CONDITIONS

• Fast-paced hospitality setting with frequent guest interactions.
• Indoor environment with moderate noise levels from lobby activity and guest traffic.
• Exposure to busy periods during check-in/check-out times, weekends, and special events.
• Requires flexibility to work various shifts, including evenings, weekends, and holidays.

EQUIPMENT AND TOOLS

• Front desk computer systems and reservation software.
• Telephone and multi-line communication systems.
• Credit card processing terminals and cash handling tools.
• Printers, copiers, and basic office supplies.
• Maps, brochures, and guest information materials.