What are the responsibilities and job description for the Hotel Front Desk Agent position at Comfort Inn?
***Please do not contact the hotel front desk for a status update. All communication is conducted via really.***
The front desk agent is responsible for checking in and out guests and being the face of the hotel. The incumbent must utilize available resources to provide excellent guest satisfaction. Required to meet or exceed productivity standards, taking corrective action as needed to ensure standards are maintained.
EXAMPLE OF DUTIES:
ESSENTIAL FUNCTIONS
Guest Service
- Handle guest check-ins and check-outs in a timely manner, while informing the guest of the facility’s details.
- Handle guest issues, complaints, and requests and pro-actively resolve in a manner satisfactory to both the guest and the hotel.
- Handle guest reservations over the phone and record accurate information when necessary.
- Coordinate with other departments to fulfill guest special requests.
- Must demonstrate proper phone etiquette to Comfort Inn's standards, such as transferring calls and taking accurate notes for any guest requests.
- Must follow proper cash handling procedures.
Miscellaneous
- Communicate with the incoming shift Associates by logging pertinent information in the Communications Log Book.
- Have a thorough knowledge of safety and emergency procedures and be able to execute them when necessary.
- Demonstrate proper telephone etiquette, transferring of calls, and taking accurate messages for guests and team members, according to company standards.
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the requirements of the company.
- Attend mandatory meetings
- Perform general cleaning tasks to adhere to health and safety standards.
- Keep work area clean and organized.
- Other duties as assigned by the Supervisor or Manager.
OTHER DUTIES
Assimilate into our hotel culture through understanding, supporting and participating. Demonstrate working knowledge of the service standards.
Regular attendance in conformance with the standards, which may be established by the hotel from time to time, is essential to the successful performance of this position.
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
- Ability to arrive to work on time and when scheduled.
- Ability to walk, stand, and/or bend continuously to perform essential job functions.
- Ability to communicate in English, both orally and in writing, with guests and Associates, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and to collect accurate information and to resolve problems.
- Ability to work under pressure and deal with stressful situations during busy periods.
- Ability to access and accurately input information using a moderately complex computer system.
QUALIFICATION STANDARDS
EDUCATION
High School graduate or equivalent required,
EXPERIENCE
Prior Customer Service related experience preferred.
GROOMING
All Associates must maintain a neat, clean, professional and well-groomed appearance (specific standards available).
NOTICE:
The hospitality business functions seven days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.
Job Type: Full-time
Benefits:
- Employee discount
- Paid time off
Schedule:
- 8 hour shift
- Weekends as needed
Work Location: In person
