Job DescriptionJob Description
POSITION: Xperience Associate
REPORTS TO: Senior Xperience Associate / Jr. Xperience Manager
and Xperience Manager
MIN REQUIREMENTS: High School Degree or Higher,6 months of hotel front desk
experience
SCHEDULE REQUIREMENTS: Flexible availability. Able to work AM or PM shifts and/or Night Audit
shift when needed
SUMMARY / OBJECTIVE
The Xperience Associate is responsible for establishing and maintaining guest services along with being
responsible for the various tasks involved in the overall operation of the front office , including
maximizing sale and controlling expenses of the front office. The Xperience Associate will also assume
the Manager on Duty role in the absence of the Xperience Manager.
CONCEPT CORE VALUES
Guest Satisfaction - This commitment is based on the recognition that success in the lodging
business cannot be achieved without making a serious and genuine commitment to meeting and
exceeding customer satisfaction. Concept aspires to "delight" every customer.
Associate Satisfaction -As we treat our associates so shall they treat our customers. Successfully
delivering customer service on a consistent basis dictates that the enterprise keeps its focus on
associate happiness, their satisfaction. Concept nurtures and supports individual and team
excellence.
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Community - Concept is committed to supporting all its host communities and the greater
lodging industry in which it conducts business.
Transparency - For the enterprise to operate efficiently, Concept is committed to continuously
promoting and nurturing a work environment of open, honest, direct and timely
communications at all times.
Accountability - Concept recognizes and appreciates that accountability means all associates
take ownership for results and outcomes. We further understand that accountability requires
providing necessary resources. Sustained success warrants that the entire organization is
committed to delivering exceptional operating results.
Innovation - Concept views itself as an innovator and is committed to encouraging and
rewarding innovation.
GENERAL RESPONSIBILITIES
Be proficient on the use of office equipment and property management system
Have a good understanding of all hotel operating procedures
Enforce all existing and new policies and procedures with the front office and breakfast area
staff
Register and assign rooms to guests
Respond to guest needs, requests and concerns
Collect payment from guests
Communicate pertinent guest information to designated departments
SPECIFIC RESPONSIBILITES
Operations
Send end of the day activity and accomplishment email on a daily basis to the Xperience
Manager and a copy to the Xperience Director
Be proficient on the use of the property management system
Have a good understanding of all hotel operating procedures, champion Standard Operating
Procedures (SOPs)
Enforce all existing new policies and procedures with the front office and breakfast area
staff
Register guests in and out per SOP's
Process reservations by mail, telephone, fax and central reservation system referrals
Have complete knowledge of room types and offered rate plans
Fully understand the hotels' policy on guaranteed reservations and no-shows
Process cancellations and modifications to reservations
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Be proficient on the use of all front office equipment such as credit card machine, copier
and fax
Constantly monitor front office communication logs
Monitor appearance of all front desk, business center, vending and breakfast areas
Inform the Xperience Manager of any unique situations or unusual developments in front
office operations
Handle guest complaints effectively
Collaborate with Clean Team Manager regarding updated Room Status List to ensure
Xperience Associate is aware of room statuses at designated times as outlined by SOP
Sales / Marketing
Solicit social media reviews from departing guests
Direct and coordinate "Wine Hour" procedures (at applicable properties where Wine Hour
program exists
Human Resources
Promote goodwill by being courteous, friendly and helpful to guests, managers and all other
associates
OPTIMUM ATTIBUTES
Effective communication skills
Self-starter
Detail oriented
Pleasing personality
Good team player
Good listener
Well groomed and professional appearance
Open with praise, discrete with criticism
Innovative and creative
Problem solver
Effectively uses technology to accomplish hotels' goals and objectives
Customer and client focused
Ability to work under pressure/stress and maintain composure at all times
