Innkeeper/Front Desk Agent/Guest Service Agent

Description

As a Front Desk Agent you will represent our brand to our guests throughout all stages of their stay. We believe in modern design, interesting elements, simple clean lines, sustainability, equality, and the highest quality of service and amenities.

As a Front Desk Agent, you will perform many duties, including but not limited to:

• Answer telephone and emails to make hotel and spa reservations, take deposits and answer inquiries.
• Use proper telephone and email etiquette. Must be sales-minded. Present options, alternatives and use suggestive selling techniques to promote other services and offer assistance in making choices.
• Know how to use front office computer, reservation software and equipment.
• Know room locations, types of rooms available, room rates, activities, services and amenities of the property.
• Read reservation notes and accommodate VIPs and special requests before guest arrival.
• Perform room checks upon guest departures to check for left items, collect menu cards, add purchased items to guest’s accounts and send/print final guest statement.
• Perform quality assurance checks, prepare handwritten notes and setup rooms before arrivals. 
• Take final payment and register guests upon check-in. Confirm that all information is correct in our system. Communicate property policies, give property tours and escort guests to their rooms.
• Plan, prepare and execute breakfast delivery.
• Maintain the cleanliness and neatness of the front desk area, lobby and kitchen.
• Replenish honor bar and pool amenities.
• Follow proper opening and closing procedures.
• Take thorough notes and communicate clearly with other staff members. Strive to set your coworkers up for a successful shift.
• Thoroughly understand and adhere to proper credit, check-cashing, and cash handling policies and procedures. Perform cashiering tasks like bill/invoice settlement, posting charges, following up with disputes and sending final statements via email.
• Know the policies and procedures for deposits, spa bookings, cancellations, pets, extra guests, etc.
• Coordinate room status updates with the housekeeping department by notifying housekeeping of all checkouts, late checkouts, early check-ins, and special requests.
• Coordinate requests for maintenance and repair work.
• Read the InnKeeper notes and communications board daily. Is aware of daily activities, special events, weddings, groups and meetings taking place in the hotel.
• Attend department meetings.
• Report any complaints, unusual occurrences, or requests to the manager.
• Know all safety and emergency procedures, be aware of accident prevention policies.
• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.

Requirements

• Previous hotel-related/hospitality experience desired.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.
• Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once.
• Punctual, regular and reliable attendance.
• Interpersonal skills and the ability to work well with co-workers and the public.
• Must speak, read, write, and understand English to communicate with guests, co-workers and management.
• Requires fingering, grasping, writing, standing, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds.