What are the responsibilities and job description for the Front Desk Agent - Full Time position at Columbia Gorge Hotel Hood River, OR?
We are seeking an ambitious, dependable, self-starting and customer service driven Front Desk Agents to join our team! The candidate must have flexible availability that include working weekends and holidays.
POSITION SUMMARY: Provide sales and customer service functions related to guest registration, reservations and revenue collections, in a manner that will ensure that guests receive a safe and secure place to stay with friendly and attentive service. This position requires candidate to be flexible. Shifts will vary and candidate must be able to work weekends and holidays.
EXPECTATIONS OF THE EMPLOYEE:
- Serve internal and external guests in a positive, professional manner.
- Follow all guidelines on confidentiality.
- Be responsible for quality, accuracy, timelines, reliability and thoroughness of work performed.
- Develop and maintain positive working relationships with other employees.
- Ability to communicate effectively, both verbally and written.
- Provision of and responsiveness to the information needs of management and co-workers.
- Promote teamwork.
- Be punctual and reliable.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Providing courteous guest service and responding promptly to guest questions, complaints or requests.
- Organizes the reservations for the day’s arrivals. Checks for duplicate reservations and determines special room requests. Pre-blocks special request rooms.
- Performs the functions of the front desk including check-ins, checkouts, reservations, answers phones, provides wake-up calls, etc.
- Check-in guests following credit policies.
- Ensure guest problems are resolved and followed through in a timely manner.
- Understands the operation of the property management system.
- Provides information concerning hotels, facilities and functions, as well as their location (ex. Rooms for disabled, directions to and from airport and major attractions, location of vending, fax number, etc.).
- Assists staff with our property events when in need to assure guest satisfaction.
- Provides security for guests by maintaining confidentiality of guest information.
- Familiar with property security and key control procedures, as well as fire safety procedures.
- Performs additional tasks assigned by property management.
- Processes all reservation requests in a friendly and efficient manner. Processes all guest registration and checkouts promptly.
- Completes paperwork necessary for front desk operations (registration cards, folios, credit cards vouchers, cash reports, room reports, etc.).
- Provides efficient switchboard services, including handling of messages, mail, wake-up calls, and other guest services as the opportunity arises.
- Accounts for all receipts, paid outs, and charge funds as specified.
- Responsible for auditing and balancing all cashiers reports and cash drawers.
- Performs front office posting and filing procedures as directed.
- Maintains cleanliness and order to the front office areas.
- Provides accurate information to housekeeping, such as house counts, room status, or guest service requirements.
- Has frequent contact with hotel guests and employees. May have some contact with vendors and/or supplies.
- Must be team environment “Green” focused and make sure service goals are being met.
- May be required to work nights, weekends and holidays.
- May be required to stand for long periods of time.
MINIMUM REQUIREMENTS:
- High School Diploma or Equivalent
- Excellent communication skills
- 2 to 3 years of Hotel Front Desk Experience.
ESSENTIAL PHYSICAL FUNCTIONS: Must be able to sit or stand for long periods of time. Must be physically able to occasionally grasp, grip, pull, push, twist, turn and lift boxes, which average around 25-30 pounds each.
