What are the responsibilities and job description for the Front Desk Agent position at Pueblo of Pojoaque?
JOB PURPOSE: Ensure complete guest satisfaction from reservation requests to guest registration through check-out.
ESSENTIAL FUNCTIONS:
- Registers and assigns rooms to guests. Issues room keys and room directions or escort instructions.
- Keeps records of room availability and guest accounts. Computes bill, collects payment, and makes change for guests. Takes and confirms room reservations.
- Handles guest complaints and resolves/troubleshoots to their satisfaction.
- Follows all front desk policies.
- Date-stamps, sorts, and racks incoming mail and messages. May transmit and receive messages via switchboard.
- Answers inquiries pertaining to hotel services, registration of guests, dining, and entertainment, and travel directions.
- Other duties as assigned.
REQUIRED QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES):
- Must be at least 18 years old
- Knowledge of customer relations practices in the hospitality or related industry
- Knowledge of or ability to learn to handle room registration, reservations, and switchboard operations
- Knowledge of or ability to learn reservations software
- Basic math skills; Good cash-handling skills
- Good verbal and written communication skills
- Ability to handle a variety of customer requests and personalities
REQUIRED EDUCATION OR COMBINATION OF EDUCATION AND EXPERIENCE:
- High school or GED
- Hotel or reservation experience preferred
- Some hospitality or related customer service experience preferred
PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:
- Hotel/Casino setting. Required to work rotating shifts, weekends, and holidays.
- Standing/Walking, 70%; Sedentary, 30%.Lifting and carrying up to 25 lbs.
