What are the responsibilities and job description for the Front Desk Agent position at Hampton Inn and Suites, Conway?
FRONT DESK
JOB DESCRIPTION
General Purpose
To represent the brand to the guest through a customer-oriented approach by maintaining a positive attitude, responding to guests’ requests, anticipating guests’ needs, and resolving guests’ complaints.
Main Job Tasks and Responsibilities
- Maintains a positive attitude and professional manner at all times
- Neatly groomed: hair and fingernails are clean and appropriately styled for business environment; uniform is clean, pressed and fits properly for a professional environment
- Welcomes and acknowledges all guests according to brand standards
- Presents options to guests using suggestive selling techniques to upgrade rooms/packages and promote other hotel services
- Protects the assets of the hotel by mastering all cashier functions including but not limited to: collecting deposits, posting charges, managing house accounts, and maintaining drawer balance
- Understands and follows all policies regarding cash handling, credit card transaction, and check acceptance procedures
- Confirms correct billing on all reservations: when reservation is booked, at time of check-in, and finally at check-out
- Responds to guest queries and requests
- Takes initiative to anticipate guest’s needs
- Resolves guest’s complaints professionally, involving a superior when necessary
- Maintains a working knowledge of local events, entertainment, and restaurants
- Communicates with housekeeping and maintenance departments to ensure prompt response to guest’s needs
- Coordinates room status updates with the housekeeping department: communicates room changes, early check ins, late checkouts, and any other special requests/needs
- Keeps work areas clean, tidy, and organized at all times
- Maintains awareness of undesirable persons on property
- Reports accidents, injuries, and unsafe working conditions to manage
- Any other duties as assigned by management
Key Competencies
- Attention to detail
- Customer focus
- Reliability
- Listening skills
- Problem solving skills
- Adaptability
- Team work
- Integrity
- High energy levels
Competency requirements
- Ability to work in a constant state of alertness and in a safe manner
- Ability to listen and follow instructions
- Effective communication skills
- Ability to work unsupervised or within a team
- Display integrity and honesty
- Maintain a positive attitude towards guests
- Demonstrate attention to detail and thoroughness
- Able to follow and adhere to standard policies and procedures
Physical requirements:
Front Desk positions require certain physical abilities including but not limited to:
- Able to stand for prolonged periods of time up to 8 hours without a break
- Ability to push, pull, lift, and carry up to 15 lbs frequently and 35 lbs occasionally
- Ability to frequently bend, stretch, twist and reach
Knowledge and Experience:
- High school diploma or equivalent preferred
- Strong communication and people skills
- Proficient in English (oral and written)
Job Types: Full-time, Part-time
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Vision insurance
Schedule:
- Evening shift
- Every weekend
- Night shift
Work Location: In person
Salary : $23,800 - $30,100