What are the responsibilities and job description for the FRONT DESK AGENT position at SCP Hotels?

The Front Desk Agent will be the first point of contact for guests, providing exceptional customer service and ensuring a smooth check-in and check-out process. As a Front Desk Agent, you will play a key role in creating a positive and welcoming experience for our guests.

The Front Desk Agent shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the SCP's Culture & Core Values.

The Front Desk Agent is required to accurately record all hours of work using SCP's timekeeping system. Accurately recording time is required to ensure that the Front Desk Agent is paid for all hours worked as required by the wage and hour laws. Working "off the clock" is strictly prohibited. If any manager or supervisor directs you to or suggests that you should, perform work while not "on the clock," you must notify the Regional Director of People Services immediately. Similarly, the Front Desk Agent is not permitted to perform work after hours or from home without specific direction from their supervisor. In the event such work is authorized, all time spent working must be reported on the employee's time record.

The Job

Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times. Resolve guest complaints to over-the-moon satisfaction.
Follow Hotel policies with lost and found items.
Adhere to Hotel requirements for guest and team member accidents or injuries and in emergency situations.
Continuously promote sanitation, safety, and security efforts.
Encourage Social Media / 5-star compliments or reviews on OTA's.
Greet guests warmly and efficiently, processing check-ins and check-outs with accuracy and speed.
Maintain knowledge of Hotel features / services, hours of operation, room types, rates and numbers, layout, decor, appointments, special packages and promotions, daily count, expected arrivals and departures, group activities, and departmental policies and procedures.
Manage reservations and room assignments, ensuring accuracy and availability.
Process payments and handle guest accounts, adhering to company policies and procedures.
Respond to guest requests and concerns promptly and professionally, resolving issues to their satisfaction.
Responsible for maintaining an efficient and effective flow of information with guests, team members, managers, housekeeping, and other departments within the Hotel.
Upsell hotel services and amenities to maximize revenue opportunities.
Maintain a clean and organized front desk area, ensuring a professional appearance.
Collaborate effectively with other departments to provide seamless service to guests.
Follow all safety and security protocols to ensure the well-being of guests and staff.
Ensure security of guest room access.
Maintain confidentiality, security, and integrity of organizational data.
Inspect, plan, and ensure that all materials and equipment are in complete readiness for service.
Maintain knowledge of correct maintenance and use of equipment.
Maintain knowledge of and comply with all departmental policies, service procedures, and standards.
Access all functions of computer / software systems.
Other duties as assigned.

Requirements

Job Requirements

Must be a United States citizen or possess a valid work permit.

Must be able to read, write, and speak English. Fluency in other languages is beneficial.

Must be able to accurately follow instructions, both verbally and written.

Ability to work a flexible schedule that may include evenings, weekends, and holidays.

Must be able to work in a fast-paced environment with urgency and empathy.

Outstanding coordination and multi-tasking abilities.

Professional in appearance and demeanor.

Ability to learn, understand, and work within POS, PMS, CRM, and other Hospitality-specific software systems.

Must have general computer skills including Microsoft Office and Google Suite.

Must have the ability to deal effectively and interact well with guests, vendors, and team members.

Must have the ability to resolve problems and / or conflicts in a diplomatic and tactful manner.

Ability to calculate figures and amounts using basic math.

Supervision

Reports to the Front Office / Desk Manager.

Education and Experience

High school diploma or equivalent.

Previous customer service experience is required.

Previous Front Desk experience preferred.

Familiarity with hotel reservation systems (experience with specific systems is a plus

State Alcohol Serving Certificate.

Working Conditions

Must be able to stand and move freely about the property for the majority of the shift.

Must be able to occasionally lift, carry, push & pull up to 50 lbs.

Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.

Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis.

While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, heat).

Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, heat).

Noise level is usually moderate.

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