What are the responsibilities and job description for the Front Desk Agent (Full-Time) - Hampton Inn & Suites Maui North Shore position at OLS Hotels & Resorts?

Job Description

ABOUT US

People are the cornerstone of the Hampton Inn & Suites Maui North Shore. We believe in nourishing talent, motivating creativity, and advocating for inclusion, compassion and respect. Our team members grow and thrive at every level. As a result, our team members are at the top of their game. Known for getting it right the first time - they're empowered, original and intuitively adaptive.

Want to work for a team that believes in you and what you can do? Take the first step towards a new career in hospitality & apply today!

ABOUT THE ROLE

The Front Desk Agent is responsible for greeting and registering guests, providing excellent guest service, and settling the guest's account upon completion of their stay. The Front Desk Agent normally works a regular front desk shift but may be asked and assigned another shift due to work needs.

SCOPE OF WORK TEAM

Reports to Hotel Manager / Front Desk Supervisor
Supports Front Office department

RESPONSIBILITIES

Main responsibilities include registering guests, making and modifying reservations, but may be required to assist with hotel operator and / or concierge duties.

Possesses knowledge of all hotel features, services, hours of operation, room numbers and types, room layout, decor, room rates, packages / promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities and their locations and times.

Pre-register, block reservations and take same day reservations, when necessary, cancel room reservation according to cancellation guidelines.

Process guest check-ins by confirming reservations and review all noted information. Guest(s) without reservations can be sold an agreed upon room type. Register guest in the property management system, generate registration card and verify registrations with guest; obtain information for credit / payment, collect cash if designated; assign guest room; and advise guest of any messages, mail, faxes, etc. received for them.

Communicate services and amenities of the hotel to guests.

Maintain guest history files.

Set-up accurate accounts for each guest in accordance to their requirements, i.e. separate room / tax / incidentals, comp.

Maintain, monitor and balance room availability for any given day.

File registration cards and vouchers by room number.

Handle VIP and upgraded accommodations

Assist and process overbooked or "walked' guests.

Assist and provide room change accommodations.

Documents all guest requests, complaints, or problems.

Resolve guest complaints to ensure guest satisfaction.

Maintain organized and clean work area with necessary supplies.

Responsible for assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.

Meet with FOM / Supervisor daily to review assignments and priorities.

Communicate with prior shift's Front Desk Agent to review all follow-up items.

Answer department telephone within 3 rings, correct greeting, and proper etiquette.

Take and relay messages accurately, completely, and promptly.

EXPERIENCE :

Prior Experience :

1 years of previous Front Desk experience or related position.

IT Expertise :

Advanced knowledge of computer software (including Microsoft Office, outlook) and web analytics tools is preferred.

Must have basic Excel, PowerPoint, Word; PC knowledge, minimum typing speed of 50wpm, ability to write and communicate professionally, bi-lingual fluency a plus

Must be hospitality oriented and possess the ability to work under pressure. Should possess the ability to complete multiple tasks simultaneously.

Education :

High School diploma or GED required; Associate's Degree in a related field preferred.

Subject Expertise :

Must be able to sustain composure, remain calm, and possess a positive attitude.

Must be energetic and outgoing.

Must be service oriented with excellent customer service skills.

Must be able to follow directions with focus to detail, speed, and accuracy.

Must be a team player with the ability to work under minimal supervision.

Must be able to multi-task in a fast-paced work environment.

Must possess excellent interpersonal and organizational skills.

Must have basic knowledge or arithmetic.

Must have the ability to input data and access information on the computer.

Must have working knowledge of Microsoft Office and previous experience with a hotel management system; OPERA preferred.

Must be able to read, write, and understand the English language.

Must be able to exercise confidentiality and discretion.

OTHER EXPECTATIONS :

Abide by payroll policies, procedures and rules of conduct as stated in the Hampton Inn & Suites Maui North Shore's Associate Handbook.

Demonstrate a working knowledge of all company safety and security procedures.

Travel required : None.

Hours Required : Based on business operational needs.

Benefits :

The Hampton Inn & Suites Maui North Shore offers an empowered working environment that encourages collaboration and flexibility. We offer a superior benefits package to part-time and full-time team members which includes :

Medical, Dental, Vision, & Life Insurance

Costco Membership Reimbursement

Management Contract Referral Program

Education Assistance

Employee Rates at all 35 Hotels affiliated with the Hampton Inn & Suites Maui North Shore

Lead Share Program

Associate Referral Bonus Program

The Hampton Inn & Suites Maui North Shore is an equal opportunity employer. The Hampton Inn & Suites Maui North Shore provides equal employment opportunity for all associates and prohibits discrimination based on race, color, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth, or breastfeeding), gender, religious creed (including religious dress and grooming practices), marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, genetic information and characteristics, sexual orientation, gender identity or expression, military or veteran status, or any other basis protected under federal, state, or local laws. The Hampton Inn & Suites Maui North Shore also provides reasonable accommodations for qualified applicants and employees with disabilities or medical conditions in accordance with applicable laws.

Disclaimer : By submitting your application for this position, you acknowledge and consent to undergo a comprehensive background screening and drug testing process as a condition of employment. This screening may include, but is not limited to, verification of identity, criminal history, credit history, education, employment history, and professional references. Furthermore, you agree to participate in any required drug testing, which may involve the collection and analysis of urine, blood, saliva, or hair samples. The results of these screenings will be used in accordance with applicable federal, state, and local laws, and may impact the final hiring decision. Please note that any false statements or omissions on your application may result in disqualification from the hiring process or termination of employment. By proceeding with your application, you confirm your understanding and acceptance of these terms.

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Front Desk Agent (Full-Time) - Hampton Inn & Suites Maui North Shore

What are the responsibilities and job description for the Front Desk Agent (Full-Time) - Hampton Inn & Suites Maui North Shore position at OLS Hotels & Resorts?

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