Front Desk Agent

Essential Functions of Position

Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote preferred guest program and provide recognition and benefits to all current members.
Accept payment for guests accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests
Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
Promptly respond to and resolve guest complaints
Answer telephone promptly and properly being polite, courteous, and friendly
Be friendly, thorough, accurate and efficient in taking reservations
Be friendly, thorough, accurate and efficient in performing Check-ins
Be friendly, thorough, accurate and efficient in performing Check-outs
(If applicable) Operate or assist with shuttle or transportation Service in a timely and courteous manner
Assist guests with luggage upon their arrival to and departure from the hotel
Use the guests names
Be knowledgeable and helpful about the local area, the hotel and hotel services
Handle messages, wake-up calls, mail, and faxes properly
Assist guests with laundry/dry cleaning needs
Know of incoming VIPs
Follow all applicable Company Standard Operating Procedures.
Perform other assignments as directed by the General Manger

Supportive Functions
Teamwork Skills
Be an enthusiastic, helpful and positive member of the team
Be professional, responsible and mature in conduct and behavior
Be understanding of, encouraging to and friendly with all co-workers
Be self-motivated and use time wisely
Maintain open line of communications with each department
Communicate pertinent information
Respond positively to new ideas
Openly accept critical/developmental feedback
Maintain effective communication through the use of meetings, logbooks and bulletins
Be available to help other departments in emergency situations
Adhere to all work rules, procedures and policies established by the company including, but not
limited to those contained in the associate handbook.

Safety and Security Skills
Properly handle and account for keys
Be knowledgeable of policies regarding emergency procedures and security concerns
Ensure protection of guests room numbers

Revenue Generation Skills
Demonstrates proper selling techniques during the reservation and walk-in process
Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available
Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and
services; have in depth knowledge of and regularly re-stock and sell pantry items
Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
Have full understanding of franchise honors program
Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all
established credit and inventory control procedures:
Verifies all information on reservations check-in; name, address, method of payment, etc.
Retrieves proper name and address verification and proper approval codes for cash and credit card paying
customers
Identifies and records special billing instructions and notifies accounting
Completes shift closing accurately by getting appropriate approval signatures and authorization codes
Adheres to hotel policies regarding the use of cash banks
Stays current with developments in the hotel by reviewing the communication logbook for each shift and updates logbook for next shift.
Report potential sales contacts to the sales department

Education and Experience
High School or equivalent education required
Prior experience in a customer service position

Specific Job Knowledge, Skills and Abilities

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, using
some other combination of knowledge, skills, and abilities:
Must be able to speak, read, write and understand the primary language(s) used in the workplace.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Must possess basic computational ability.
Must possess basic computer skills.
Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is
located and its attractions.

Physical Requirements
Most work tasks are performed indoors. Temperature is moderate and controlled by hotel
environmental systems.
Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.
Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
Must be able to lift up to 15 lbs occasionally.
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates
Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
Ability to spend extended lengths of time viewing a computer screen.
Requires manual dexterity to use and operate all necessary equipment.
Must have finger dexterity to be able to operate office equipment.

Other Job Requirements:
Drivers license with clean MVR
All associates must maintain a neat, clean and well-groomed appearance per Company Standards
Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.
Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings are required.
Upon employment, all associates are required to fully comply with the Companys rules and regulations for the safe and effective operation of the hotel facilities.