Front Desk Agent

JOB OVERVIEW

Represents the hotel to the guest throughout all stages of the guest's stay, accommodating special requests whenever possible. Works closely with the housekeeping and maintenance department. Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices. Knows the location and types of available rooms as well as the activities and services of the property. Performs cashiering tasks like bill / invoice settlement, posting charges to the guest rooms.

At Premier Hospitality Hotels we want our guests to relax and be themselves which means we need you to:

• Be you by being natural, professional and personable in the way you are with people
• Get ready by taking notice and using your knowledge so that you are prepared for

anything.

• Show you care by being thoughtful in the way you welcome and connect with guests
• Take action by showing initiative, taking ownership and going the extra mile

DUTIES AND RESPONSIBILITIES

Financial Returns:

• Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.
• Understands and uses night audit function and preparation of daily financial reports.
• Uses developed plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Performs cashier related functions like posting charges to guest accounts.

People:

• Helps archive performance and development goals for team members. Provides mentoring to new members and to improve team performance.
• Assists with training of new team members in all company procedures, brand and company service standards and in compliance with federal, state and local laws and safety regulations.

Guest Experience:

• Ensures guests with prompt service, professional attention and personal recognition.
• Ensure guests are greeted upon arrival and makes time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
• Registers guests and assigns rooms. Accommodates special requests whenever possible.
• Knows room locations, types of rooms available and room rates and rate codes in order to recommend best room types for each guest.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check in’s, check out’s, special requests and day room use.
• Follows proper telephone etiquette.
• Uses proper mail handling, package and message handling procedures.
• Reads and initials daily pass on log and is aware of meetings taking place in the hotel.
• Attends team meetings to keep updated on service changes, brand training and hotel performance.
• Maintains the cleanliness of the front desk and back office.

Responsible Business:

• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
• Understands that business demands sometimes make it necessary to move employee shifts.
• Knows all safety and emergency procedures and is aware of incident reporting and prevention policies and serves as a central communications point for guests during emergency/crisis situations.

• Reports unusual occurrences or requests to the manager or assistant manager.

  Perform other duties as assigned.

  ACCOUNTABILITY

  This job is the main contact point at a limited service hotel. Typically coordinates all guest needs and requests.

QUALIFICATIONS AND REQUIREMENTS

3 years of Front Office/Guest Service experience preferred. Must speak fluent English. Other languages preferred.

PHYSICAL DEMANDS

Walking: Moving about on foot

Lifting: Raising or lowering an object from one level to another (includes upward pulling) up to 50 lbs

Carrying: Transporting an object, usually holding it in the hands or arms, or on the shoulder

Pushing: Exerting force upon an object so that the object moves away from the force

Pulling: Exerting force upon an object so that the object moves toward the force

Stooping: Bending body downward and forward by bending spine at the waist, requiring full use of the lower extremities and back muscles

Handling: Seizing, holding, grasping, turning, or otherwise working with hand or hands. Fingers are involved only to the extent that they are an extension of the hand.

Fingering: Picking, pinching, or otherwise working primarily with fingers rather than with the whole hand or arm as in handling

Kneeling: Bending legs at knees to come to rest on knee or knees

Crouching: Bending body downward and forward by bending legs and spine

Reaching: Extending hand(s) and arm(s) in any direction

Sitting: Remaining in the seated position

Talking: Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or to the public and to convey detailed spoken Instructions to other workers accurately, loudly, or quickly

ENVIRONMENTAL CONDITIONS:

Exposure to

Toxic or caustic chemicals, Noise, Unpleasant odors

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.