Hotel Front Desk Agent

Essential job duties and responsibilities:

1.Has the ability to report to work on time.

2.Has the ability to follow instructions from supervisors.

3.Has the ability to interact with co-workers in a civil and businesslike manner.

4.Has the ability to understand and follow work guidelines and procedures.

5.Has the ability to accept constructive criticism without becoming defensive.

6.Has the ability to walk, stand, remain stationary for long periods of time; ability to walk up and down stairs, reach to heights of up to 72 inches, bend to the floor, lift, push, pull when specific job duties require.

7.Answers any questions about the hotel and community, is knowledgeable about the location of attractions, restaurants, shopping, churches, and answers complaints or concerns by the guests.

8.Is part of the hotel’s security team and is responsible for immediately reporting, orally or in writing, any potential safety or security hazards to immediate supervisor.

9.Promotes all Company/Brand loyalty programs.

10.Greets guests and checks them in and out using the computerized property management system. Completes all necessary paperwork for checking guests in and out, including guest registration and all appropriate room charges and any other necessary paperwork. Requires standing 100% of the time. Must be able to reach to an approximate height of 48 inches.

11.Operates the switchboard using proper telephone etiquette, taking and transferring calls as required, taking messages accurately, always noting time and date, recording and making guest wake-up calls. Must be able to reach to an approximate height of 36 to 42 inches. Able to operate a TDD (Telecommunications Device for the Deaf).

12.Handles cash and is able to accurately count cash and make accurate change for guests. Responsible for cash transactions on shift. Knows proper procedure for credit card authorizations and for obtaining proper approval.

13.Follows all emergency procedures and knows how to respond in the event of different types of emergencies. This requires mobility to travel from room to room and up and down stairs to notify guests and also assist guests in evacuating the hotel.

14.Knows room rates, locations, and furnishings of all rooms.

15.Knows physical make-up and layout of the building, both interior and exterior.

16.At the beginning of a shift, reviews front desk log and records activities of your shift in the log.

17.Responsible for balancing cash drawer and shift deposit. Completes all necessary paperwork, etc.

18.Reports any problems, orally or in writing, concerning front desk, guest relations, or maintenance to immediate supervisor on a daily basis.

19.Takes reservations and cancellations received over the telephone, through the front desk computer, through the mail, over the fax and in person and accurately inputs data in the property management system. Must be able to reach to an approximate height of 36 to 42 inches.

20.Is responsible for being aware of any changes in hotel operations or policies.

21.Locks and secures the front desk area at any time when required to leave the area (take portable telephone for emergencies). Must be able to reach to an approximate height of 42 to 48 inches.

22.Keeps all entrances and sidewalk areas free of snow and ice at all times. Able to lift shovel and snow, weighing approximately 20 lbs. Also, requires pushing snow and chopping ice accumulations.

23.Checks outside lighting each night and reports any problems (bulbs out, etc.) on a maintenance request form.

24.Delivers rollaways, cribs, and additional guest supplies (towels, soap, glasses, etc.) to guest rooms when requested. Able to maneuver rollaways and/or crib, weighing approximately 50 lbs., approximately 200 feet.

25.Follows procedures for handling disorderly conduct in guest rooms and public area of the hotel.

26.Keeps front desk area and lobby clean and orderly at all times (dust, vacuum, clean windows and doors, empty trash and ashtrays, etc.). Must operate (push and pull) a vacuum cleaner, weighing approximately 20 lbs.

27.Makes coffee; supplies and cleans coffee bar/great room area. Must be able to reach to a height of 60 inches, and be able to bend to the floor.

28.Helps secure guest's lodging by referrals when the hotel is full.

29.Keeps all areas of the front desk area supplied with necessary items. Reports to immediate supervisor any supplies that are needed. Able to lift approximately 20 lbs. to a height of 60 inches.

30.As lost and found items are turned in, records and places in proper storage area.

31.Issues master key/key card to all hotel employees as directed and records on the log sheet.

32.Counts master keys/key cards daily. Able to reach to a height of 60 inches.

33.Sets wake-up calls on the switchboard.

34.Prepares coffee for guests if available as a guest amenity.

Other duties and responsibilities

1.Shows prospective guest a room when the general manager or another staff member of the hotel can watch the front desk.

2.Completes any correspondence concerning front desk matters (reservations, confirmations, sales letters, direct bills, accidents, etc.).

3.Maintains all records and files used at the front desk in hotel operations or required by management: (occupancy percentages, room attendant sheets, reservation records, billing statements, tracking sheets, guest messages etc.).

4.Performs any additional duties that, from time to time, may be assigned by immediate supervisor.

This is not a complete list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this job description is intended to be a representative explanation of the current job duties, management reserves the right to revise the job duties or to require that other or different duties be performed when circumstances change (emergencies, changes in personnel, workload, etc.).

Qualifications

• Strong customer service skills and experience in a front desk role within a hotel environment
• Proficiency in phone etiquette and handling multi-line phone systems
• Knowledge of guest services and hospitality principles
• Experience in guest relations and managing inquiries
• Familiarity with hospitality management practices is a plus
• or multilingual abilities are advantageous

Job Types: Full-time, Part-time

Benefits:

• Paid time off

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Morning shift

Experience:

• Hotel experience: 1 year (Preferred)

Ability to Commute:

• West Jordan, UT (Required)

Ability to Relocate:

• West Jordan, UT: Relocate before starting work (Required)

Work Location: In person