Front Desk Agent l The English Hotel

Summary of Essential Job Functions

• Approach each guest interaction with the mindset of exceeding guest expectations.
• Embrace the hotel culture personifying it in daily interactions with guests and co-workers alike. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as restaurant, pool hours, and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, and confirming pertinent information including number of guests, all adult guest names, address, phone number, email address and room rate.
• Help create an energized environment as a participating member of the Front Desk team. Embrace the hotel culture, striving to exceed guest expectations at every opportunity.
• Promote the guest loyalty program providing recognition and benefits to all present members. Describe member benefits to non-members with the goal of enrollment.
• Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide room keys and hotel information to guests.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record forms of payment. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear communication. Input messages and guest requests into the computer.
• Retrieve messages and communicate the content to the guest as appropriate. Issue luggage claims and store / retrieve luggage as requested. Issue mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check-out and ascertain satisfaction. In the event of dissatisfaction, negotiate service recovery.
• Resolve guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as insufficient heating or air conditioning, cleanliness, and service, etc.
• Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
• Do your part to assure the cleanliness and conditions of the lobby by straightening up after guests. Responsible for communicating larger issues to Housekeeping and Engineering for immediate attention.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Abilities Required

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)