What are the responsibilities and job description for the Front Desk Agent position at Holiday Inn Express - Muncie?
Knowledge, Skills and Ability
Must have the ability to speak, understand, read and write the English language.
Must be able to multi-task effectively in a busy office and public atmosphere.
Must have problem-solving skills will turn issues into opportunities so every guest leaves with great memories.
Must read, understand and adhere to the Employee Handbook. Must be able to follow policy and perform to enhance professionalism and appearance in the work place.
Must be literate and tech-savvy - have a good grasp of reading, writing, basic math and computer skills (including Excel, Word and E-Mail)
Primary Duties and Responsibilities
Safety & Cleanliness
Know and be able to execute Emergency Procedures.
Practice safety standards at all times and keep the property safe for guests and fellow employees.
Report any injuries or unsafe conditions to management.
Always ensure only registered guests are given key and identification is always verified. Ensure master keys are secured at all times and only distributed to authorized personnel using key control policy.
Prevent any person(s) not registered as a guest from the use of hotel amenities (pool, fitness, breakfast, etc.) Loitering is not permitted at the hotel.
Maintain lobby entrance by picking up trash, shoveling snow, melting ice, etc.
Ensure cleanliness of all guest public areas at all times (i.e. vestibule, lobby, pool, and public restrooms).
Always do a shift to shift handoff. Never leave the hotel unattended. Even if this means needing to stay later than scheduled out time.
Recognize that scammers do exist and no one from the company will ever ask you to send money, remove company property, or break into any office
Hotel Operations Deliver on Exceptional Guest Service o Kick off truly memorable guest experiences with the warmest of welcomes. o Know and live the mission and values of the hotel brand and company. o Directly drive overall guest satisfaction during every interaction from confirmed reservation to the guest departure. o Maintain a friendly and helpful attitude at all times. o Greet every guest with a smile at 10 feet and a verbal greeting at 5 feet. o Answer the phone within three rings with a smile and approved greeting. o Apply appropriate problem handling method(s) to quickly and efficiently resolve any guest issues. o Respond to in-house guest requests within 15 minutes unless otherwise specified by guest. o Handle guest mail, messages and safe deposit boxes as outlined in additional policy. o Develop a thorough knowledge of hotel staff, services, room locations, room rates, amenities, and hotel surroundings (i.e. shopping, restaurants, and medical facilities). Be able to provide guests with directions as requested. o Possess a working knowledge of hotel reservation and cancellation procedures. o Ensure guest reservations have full and accurate contact information.
o Communicate with colleagues in all departments to meet needs of guests.
Be a Brand Ambassador:
o Know guest loyalty program and accurately represent the brand’s membership benefits.
Job Types: Full-time, Part-time
Schedule:
- 4 hour shift
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Morning shift
- Night shift
- Overnight shift
Work Location: In person
