Front Desk Agent (Brown Deer)

Description

Essential Job Functions:

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of:
• All hotel features/services, hours of operation.
• All room types, numbers, layout, decor, appointments and location.
• All room rates, special packages and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Scheduled in-house group activities, locations and times.
• All hotel and departmental policies and procedures.
• Complete guest check-ins and check-outs to Marriott’s and Bravo’s standards.
• Access all functions of the computer system.
• Ensure that current information on rates, packages and promotions is available at the Front Desk.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service.
• Monitor the hotel front entrance and resolve any congested situations.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.
• Maintain a neat and presentable front desk area.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express check-outs are processed through the system.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/team member accidents or injuries and in emergency situations.
• Contact newly registered guests within specified minutes determined by property guidelines after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.
• Ensure security of guest rooms.
• Associate is held accountable for all duties of this job and other duties as assigned.

Qualifications

Experience & Education:

• High school diploma or equivalent
• Prior hospitality experience preferred
• Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills and abilities.
• Previous experience with Windows, Office, and  similar property management system.

Job Requirements:

• Must be a United States citizen or possess a valid work permit
• Must have excellent phone etiquette
• Must be able to read, write and speak English
• Must have strong computer skills
• Must have strong working knowledge of Microsoft Office programs
• Must be able to work well under pressure
• Must be able to accurately follow instructions, both verbally and written
• Must be highly detailed orientated
• Must be able to work in a fast paced environment
• Must have excellent listening skills
• Must possesses excellent communication skills
• Must be professional in appearance and demeanor
• Must always ensure a teamwork environment
• Ability to work a flexible schedule that may include evenings, weekends and holidays
• Must have the ability to deal effectively and interact well with the guests and associates
• Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
• Must have a passion for creating an exceptional experience for all guests
• Must have excellent guest and associate relations skills. Skilled in problem solving by identifying the problem and working through it.
• Possess strong leadership, motivational, organizational and verbal communication skills.

Working Conditions:

• Must be able to stand on feet throughout the shift, with intermittent periods of walking
• Must be able to occasionally lift, carry, push & pull up to 30 lbs with assistance
• Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.
• Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis
• While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, heat)
• Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, heat).

Job Types: Full-time, Part-time

Salary : $15 - $16