What are the responsibilities and job description for the Front Desk Agent position at RAR Hotel Management Inc?
POSITION SUMMARY:
The Front Desk Agent plays a crucial role as the first and last point of contact for guests at both the Hilton Garden Inn and Homewood Suites on Ocean Bluff Ave in San Diego, CA 92130. This position is key to creating a welcoming and seamless guest experience by providing proactive, friendly, and efficient service.
As a Front Desk Agent, you will interact with guests, address their concerns, and ensure their needs are met while exceeding expectations. Your ability to provide exceptional service will contribute to a positive and memorable stay for every guest.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The Front Desk Agent will be trained and utilized at either or both locations. Management may assign or reassign duties and responsibilities of this job at any time including working at Hilton Garden Inn or Homewood Suites, on different days or within the same shift.
The following reflects the essential duties for this job but does not restrict the tasks that may be assigned. To perform this job successfully, an individual must be able to perform essential duties satisfactorily with or without reasonable accommodation.
EXCEED GUEST EXPECTATIONS BY:
- Providing a warm welcome.
- Ensuring every guest has an enjoyable and memorable experience.
- Delivering consistent service.
- Communicating with a smile and friendly, hospitable demeanor.
- Projecting a hospitable demeanor.
- Maintaining a clean and safe workspace.
- Resolving guest issues and complaints immediately.
- Stocking and maintaining the presentation of the suite shop and/or pavilion pantry.
- Following proper cash/check/credit card/AR control procedures.
- Following SOPs in all regards to the registration and billing of Guests.
- Maintain confidentiality of guest’s information at all times.
- Following requests by Sales Department for up-selling, marketing packages, etc.
- Being in proper uniform, name badge and following appearance guidelines at all times.
- Following proper key control procedure for issued keys.
- Confirm group reservations and arrange personalized services for VIP guests and event attendees.
- Enjoy selling/marketing the hotel in person and on the phone.
- Remaining aware of any and all potential security problems and reporting them to Supervisor and/or Manager.
- Following emergency procedures, Safety Data Sheet (SDS), safety precautions and safest work habits.
- Carrying out any reasonable request by Management and Management Company.
REQUIRED SKILLS, KNOWLEDGE AND ABILITIES:
- Perform all check-in and check-out tasks.
- Handle cash, checks and credit cards in an accurate and confidential manner.
- Manage on-line and phone reservations.
- Respond to guests’ complaints in a timely and professional manner.
- Liaise with our Housekeeping staff to ensure all rooms are clean, tidy and fully furnished to accommodate guests’ needs.
- Be knowledgeable about property’s layout, facilities and services and the local area, including attractions and amenities so that you can answer questions from Guests.
- Maintain updated records of bookings and payments.
- Strong computer skills, able to input reservations.
- Strong interpersonal skills and a present a positive attitude.
- Excellent verbal communication skills.
- Able to work well independently and as part of a team.
- Adhere to the policies and procedures of the company.
- Knows emergency procedures, safety precautions and safest work habits.
- Must have a sense of urgency, be honest, be ethical, be friendly, be a problem solver and have the ability to “think on your feet”.
- Able to clearly communicate to Associates, guests, vendors, Corporate Executives.
- The hotel functions seven days a week, 24 hours a day. All associates must realize this and be aware that at times it may be necessary to move an associate from their preferred shift as business demands. In addition, it is understood that business and weather determine the number of hours that are worked and that some weeks may be scheduled at less than 40 hours and other weeks at more than 40 hours.
LANGUAGE SKILLS:
Associates should have the ability to read and interpret documents such as safety rules, procedure manuals, daily checklists, read and write emails, read and write guest information, internet research, record work order items and speak effectively to customers and other associates with or without accommodation.
EXPERIENCE AND/OR EDUCATION:
- Any combination of education and experience that provides the required knowledge, skill, and ability.
- 1 year of work experience as a Front Desk Agent in a similar size operation is preferred.
- Experience with hotel reservation software, especially OnQ PMS is preferred.
- Bilingual language skills are a plus.
PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job with or without accommodation. Each Associate is expected to carry out all reasonable requests by management which the Associate can perform.
While performing the duties of this job, the Associate is regularly required to stand, walk, use hands to finger, handle, or feel objects, tools, or controls, and talk or hear. The Associate is frequently required to reach with hands and arms. The Associate is only occasionally required to climb or balance, stoop, kneel, crouch, or crawl. The Associate must regularly lift and/or move up to 20 pounds and frequently lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, and the ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are the responsibilities of those an associate will encounter while performing the essential functions of this job.
While performing the duties of this job, the associate regularly works on their feet, occasionally works in outside weather conditions, and is occasionally exposed to vibration. The associate is frequently exposed to fumes or airborne particles, and toxic or caustic chemicals. The noise level in the work environment is usually quiet. This position is a guest facing position and requires constant interaction with the public.