Overnight Front Desk Agent-The Whitby Hotel

The Overnight Front Desk Agent consistently exceeds guest expectations by greeting, receiving, welcoming, registering, responding to guest inquiries, maintaining accounts, checking out, and handling cash and credit cards.  

DUTIES AND RESPONSIBILITIES: 

• Warmly greet all guests and patrons upon entering and departing the hotel.
• Consistently extend the highest level of hospitality to all guests and customers while welcoming them and checking them in efficiently.  
• Allocate accommodations correctly, with special attention to VIP clients, retrieving and utilizing all relevant guest information. 
• Maintain strict confidentiality of all hotel guest information and records
• Offer all guests assistance with luggage to their rooms politely and efficiently. 
• Carry out a daily in-house guest reservation and correspondence audit.
• Maintain efficiency and friendliness during the entire checkout.
• Work to resolve any guest complaints or queries per Firmdale standards. 
• Apply all hotel credit procedures discreetly and tactfully. 
• Maintain a high level of communication and response to the Assistant Front Office Manager (AFOM) and the Front Office Manager (FOM) and between the front of house and all other departments within the hotel. 
• Complete all filing according to hotel standards. 
• Accurately record all reservations taken at the Front Desk accurately. 
• Follow all handover procedures at the end of every shift. 
• Ensure all charges are posted and the correct amount is billed to guests and function accounts. 
• Count assigned banks at the start and end of every shift and rectify any problems. 
• Adhere to requirements and maintain the security of cash, property, and valuables located within the reception area. 
• Ensure all accounts balance with credit card machines and allowances are accounted for with the correct backup. 
• Transfer accounts to sales recording accurate information and including the correct documentation. 
• Always understand and adhere to the hotel security policy.
• Have a thorough knowledge of the hotel and the company. 
• Maintain a clean and organized workplace. 
• Promote other Firmdale hotels and restaurants. 
• Consistently demonstrate Firmdale Core Values, Attention to Detail, Enthusiasm, Passion, Relationships and Resilience. 
• Carry out any other reasonable duty to assist in the smooth running of the Property.

PHYSICAL REQUIREMENTS: 

• Stand for a complete 8-hour shift, 5 days a week. 
• Ability to read, review, enter, and retrieve information from computer and hard copies including internal documents, guest identification documents, and internal memos.
• Able to use a computer keyboard and mouse and telephone system. 
• Ability to communicate both written and verbal and use systems to document activities.
• Available to work a flexible schedule that can include days, evenings, nights, weekends, and holidays. 

EXPERIENCE/EDUCATION

• A high school diploma, hospitality training or certification, and a 2- or 4-year degree is preferred, college degrees in hospitality are a plus.
• Previous reception or customer service experience, preferably within a 4- or 5-star hotel.
• Excellent level of spoken and written English 
• Friendly & professional telephone etiquette 
• Ability to remain calm under pressure. 
• Work experience that requires a high level of attention to detail 

EMPLOYEE BENEFITS:

• Paid vacation, sick and personal days 
• Health, dental, vision, and life insurance plans
• Commuter benefits 
• Holiday staff parties and staff appreciation events 
• In-house uniform dry cleaning services 
• Employee meals while on duty
• Departmental and company-wide incentive programs