Front Desk Agent

Overview:

This position maximizes revenue and creates value by providing excellent customer service. This includes effective reservation sales, handling all guest accounts efficiently and accurately, and assisting in all phases of guest experience such as check-in, check-out, and problem resolution.

Additional Information:

In order to apply for this position, you must be legally authorized to work in the United States. Upon hire you must complete the I-9 form within the first 3 days of employment.

We expect our employees to approach their work with passion, enthusiasm, and attention to customer satisfaction.

Essential Functions of the Job:

• Ability to work flexible schedules (including weekends, nights, holidays) to meet hotel/guest needs
• Ability to communicate effectively with team members and guests; (i.e. use appropriate language, display proper tone, attitude and body language when communicating.)
• Ability to understand and follow instructions as directed by supervisor/manager
• Reporting to work on time and ready to begin your shift (being tardy places an unfair burden on the team)
• Working Safely is a condition of employment. All employees must follow the safety policies and procedures and immediately report injuries to their manager or manager on duty.
• Performing the job duties as described. (Reasonable accommodations will be considered in accommodating disabilities. If you believe you need an accommodation, please speak with your supervisor, General Manager, or Human Resources.)

Expectations of all Employees:

Ø Be polite, courteous and helpful to all guests and coworkers, displaying a positive “can do” attitude while maintaining a high level of professionalism consistent with the company values

Ø Acknowledge our guests with a smile and friendly “hello.” Promptly attend to guest needs

Ø Comply with all hotel policies and procedures, i.e. Employee Handbook, Conduct Policy, Safety Policy, etc.

Ø Comply with guest privacy standards

Ø Report to your supervisor or the MOD, immediately, all injuries occurring while on duty, no matter how minor. (Fraud, Dishonesty and False Statements regarding an injury will result in disciplinary action up to and including termination.)

Ø Act as a safety and security agent by identifying and reporting potential risks to guests and/or employees to the Manager or General Manager

Ø Arrive to work on time (follow call-out policy), and in appropriate work attire, (uniform, foot wear and name tag) neat in appearance

Ø Complete work in a timely manner and meets productivity standards/expectations

Ø Seeks approval from management prior to working overtime (i.e. punching in early or staying beyond scheduled shift)

Ø Keep work area clean, neat, and well organized

Ø Demonstrate a team behavior and attitude of working together to accomplish tasks (even if outside specific job duties)

Job Duties and Responsibilities:

Ø Complies with State /Federal laws and hotel policies/ procedures, i.e. Employee Handbook

Ø Welcomes and checks-in guests in a friendly and efficient manner. (Excellent customer service and phone etiquette.)

Ø Accountability for assigned cash drawer(s) and cash balances

Ø Answers and transfers calls in timely (preferably 3 rings) and courteous fashion

Ø Manages all aspects of the reservations process. Stay abreast of local rates, in-house strategy, special rate plans and packages, available inventory, etc.

Ø Verifies accuracy of information in property management system by entering data correctly and checking daily arrivals

Ø Effectively handles all guest inquiries, requests and complaints. Confirm guest needs have been met;

Ø Communicates effectively with all departments

Ø Develops a working knowledge of local attractions, business locations, and points of interest

Ø Directs traffic inside the hotel with vendors, overnight guests, employees, meeting attendees, restaurant/ lounge guests, visitors

Ø Acts as a safety and security agent by identifying and reporting potential risks to guests, employees or hotel

Ø Knowledgeable of all major hotel systems including their locations, basic troubleshooting and relevant contact list

Ø Complies with guest privacy standards

Ø Has complete knowledge of all hotel’s services, amenities, and hours of operation

Ø First point of contact during any emergency. Be familiar with all emergency procedures as documented in hotel Emergency Manuals

Ø Accurately handle all in-house accounts including guest names, room charges, methods of payment, special requests, etc.

Ø Maintains a clean and organized work environment

Ø Handles services for guests including guest mail, messages, telephone calls, faxes, wake-up calls, and general inquiries

Ø Confirms guest satisfaction at check-out and take appropriate corrective action if necessary. Say, “Thank you.”

Ø Performs daily reporting requirements based on specific hotel needs

Ø Ensures transfer of information from shift to shift at the Front Desk

Ø Keeps adequate inventory of front desk and guest supplies available at all times. Communicate all shortages.

Ø Understands and adhere to hotel’s policies and Brand Standards

Ø Performs additional duties as assigned

Concierge Job Duties: Some locations will perform Concierge duties such as:

Ø Become familiar with local restaurants and attractions and provide guests with suggestions and directions

Ø Book reservations for guests at local restaurants

Ø Assist guest with additional needs and requests

Skills Required:

Must have very good verbal communication skills to provide/create exceptional service for our guests.

Ability to learn quickly and work in a fast-paced position with constant guest interactions. Ability to work well with others (i.e. interacts appropriately with guests and staff.) Ability to multi-task and maintain composure under stress. Good computer keyboarding, phone and office skills. Ability to follow instructions and complete tasks safely and efficiently.

Experience / Education:

Prior customer service experience is preferred. High school diploma and/or equivalent work experience.

Physical Demands:

This is a physically demanding job that requires extended periods of walking and standing with some bending and lifting. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: $9.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Bala-Cynwyd, PA: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location