POSITION: Front Desk Agent
IMMEDIATE SUPERVISOR: General Manager / Operations Manager
JOB SUMMARY: The Front Desk Agent is responsible for checking guests in and out of the hotel quickly, efficiently and courteously using the property management system; processing all payment s according to established hotel policies and requirements; providing information and customer service to guests and visitors of the hotel.
QUALIFICATIONS:
Education & Experience: High school diploma or equivalent; and hotel experience or related customer service-oriented, cash-handling experience desirable.
Tools & Equipment: Telephone, Calculator, Computer (PMS, Internet), Facsimile, and other office equipment.
Physical Requirements:
Light work – Standing continuously, walking occasionally for entire work shift. Exerting up to 10 pounds of force occasionally, and/or negligible amount of force frequently or constantly to reach, lift, carry, push, pull, or otherwise move objects. Frequent use of computer keyboard (fingering) and computer mouse, near and far acuity (vision), hearing, talking. Long hours sometimes required.
Mental Abilities & Requirements:
Must be able to demonstrate predictable, reliable and timely attendance.
Must be able to follow written and verbal directions, and complete assigned tasks on schedule.
Must be able to learn from directions, observations and errors, and apply procedures using good judgment.
Must be able to work independently or as part of a team, including ability to interact appropriately with others.
Must be able to work with supervision, receiving instructions/feedback, coaching/counseling and/or discipline.
Must be able to convey information and ideas clearly.
Must be able to evaluate and select quickly and accurately among alternative courses of action.
Must work well in stressful, high-pressure situations.
Must be effective at listening to, understanding, and clarifying issues raised by coworkers and guests.
Must be effective at anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand financial/statistical data, and work with it using basic arithmetic functions.
Other abilities, skills, knowledge: Computer literacy helpful.
DRESS CODE:A professional appearance required. A nametag is required at all times.
ESSENTIAL FUNCTIONS:
- Maintains good working relationships and communications with all departments as appropriate.
- Checks guests in and out using the property management system; including assigning room(s), issuing rooms keys, ensuring that all guests sign a guest registration card and provide a credit card or other method of payment.
- File registration cards in “the bucket” by room number.
- Resolves guest complaints and problems quickly, efficiently, courteously and professionally—with the goal building the long-term loyalty of the guest—apologizes, shows empathy and thanks the guest for bring problems to his/her attention as appropriate.
- Maintains, monitors, updates and prepares rooms status and group information and requirements; including relaying the appropriate information to relevant departments.
- Verify all credit cards and checks per Hotel policy.
- Maintains guest room key control and supervises guest access to safe deposit boxes.
- Verifies banks and deposits at the end of each shift.
- Follows all cash-handling and credit policies.
- Maintains proper uniform(s), wears uniforms properly, and follows uniform regulations.
- Follows standards of service and job performance for Front Desk department.
- Ensures compliance with all General Rules of Conduct, the Employee Handbook and all other Hotel and Company policies and procedures.
- Recognizes and greets all guests who pass through the lobby.
- Answers the phone promptly using proper etiquette and the Hotel’s established greeting.
- Takes and forwards guests messages in a timely manner.
- Knows and can explain all room locations, types of rooms available when asked.
- Knows and can explain the Hotel’s room rates.
- Knows and is able to explain all hotel and franchise marketing programs.
- Refers all problems, which he/she is unable to resolve, to his/her supervisor or manager.
- Logs all complaints in the log book, and reports it to the appropriate department for correction.
- Processes reservations in a proper and timely manner; including making special note of guests’ requests to guarantee proper handling when the guest arrives.
- Knows all safety and emergency procedures; including knowing the location of the Emergency Response Manual.
- Follows all accident prevention policies.
- Maintains the front desk and adjacent work area neat, clean and organized.
- Accepts responsibility for the front desk upon arrival; including verifying cash drawers and reviewing the daily log.
- Closes out shift quickly and efficiently after reporting pertinent information in log book, running cash report, balancing drawer to shift report and making shift deposit drop.
- Continually maintains communication with the housekeeping and maintenance departments as appropriate regarding status of rooms; including clean rooms, dirty rooms, out of order rooms, room repairs, room changes, stayovers, checkouts, early check-ins, special requests, lost and found items, etc.
- Takes room reservations for same-day reservations and future reservations.
- Able to give directions to the hotel and from the hotel to local attractions, etc..
- Make wake-up calls to guest rooms.
- Monitor and distribute guest faxes and messages.
- Complete a “bucket check” matching registration cards to the guest ledger, report discrepancies to the supervisor/manager.
- Assists in maintaining uniform filing system for registration cards, reports, correspondence, etc..
- Knows how to use front office equipment (i.e. fax machines, printers, computers, credit card machines, etc.) so as not to slow down guest transactions.
- Follows posted work schedule and attend all scheduled meetings.
- Able to work as required. (If his/her relief arrives late or does not show up for work, he/she must stay at the property until a relief person has arrives.)
- Uses sales techniques to sell rooms and to promote the other services of the hotel, including using regular yield management strategies.
MARGINAL FUNCTIONS:
- Provides guest room tours.
- Keeps supervisor informed regarding supplies needed.
- Completes any other duties as assigned by the supervisor, department manager, and/or hotel general manager.
Job Type: Part-time
Pay: $19.00 per hour
Expected hours: 16 – 24 per week
Benefits:
Schedule:
- 8 hour shift
- Day shift
- Night shift
- Weekends as needed
Work setting:
Experience:
- Customer service: 1 year (Preferred)
Work Location: In person