What are the responsibilities and job description for the Front Desk Agents position at OHM Hotel Group?
We are hiring for Front Desk Agents at our Holiday Inn Hotels.
A Front Desk Agent greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of their stay. They also provide information regarding hotel facilities and guest accommodations, and always maintain the company’s high standards of service.
Duties & Responsibilities:
- Greet customers immediately with a friendly and sincere welcome.
- Complete the registration process by obtaining data from the guest
- Input information via computer or through a manual process.
- Provide folders containing room keys, non-verbally confirming the room number.
- Handle cash, make change and balance an assigned house bank.
- Accept and record vouchers, traveler’s checks, and other forms of payment.
- Convert foreign currency at current posted rates.
- Post charges to guest rooms and house accounts using the computer or manual system.
- Promptly answer the telephone, within three rings at the front desk.
- Take and deliver accurate and timely guest messages, either manually or via the computer system.
- Deliver mail, small packages and facsimiles for customers as requested.
- Close guest accounts at time of check out and ask the guest how they enjoyed their stay. In the event of dissatisfaction or dispute, negotiate compromise, which may include authorizing revenue allowances.
- Remain calm and alert, especially during peak check in/check out times or during heavy hotel activity or in the event of an emergency.
- Problem solve, resolve all customer issues.
- Locate bell assistance to escort guests to their rooms as appropriate.
- Provide safety deposit boxes for guest by escorting them to the vault, pulling the box from the vault and carrying it to the customer.
- Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.
- Use the photocopier to make copies of items as required.
- Report suspicious persons or activity to a supervisor immediately.
- Other duties as assigned by the supervisor such as: cross-training Bell staff or other areas as needed.
Requirements & Qualifications:
- High school diploma or GED
- Have the ability to communicate effectively in English
- Customer service/Front Desk/Hotel Experience: 1 year (Required)
- Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
- Ability to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to diffuse anger, collect accurate information, and resolve conflicts.
- Ability to stand for long periods of time.
- Ability to read, listen and communicate effectively in English, both verbally and in writing.
- Ability to access and accurately input information using a moderately complex computer system.
- Hearing and visual ability to observe and detect signs of emergency situations.
- Open availability and flexible schedule for demanding hours.
- Legally authorized to work in the U.S.
Perks:
- Full-time employees can take advantage of medical, dental and vision benefits.
- Time and half pay on six major holidays
- Discounted hotel stays
- Competitive wages
OHM Hotel Group is committed to positively impacting the lives of our Associates, Families and Business Partners.
