Front Desk Agent

Duties & Responsibilities:

The responsibility to our guests:

At check in:

• Eye contact, smile, tone and inflection in your voice with our guests
• Sincerity in the welcoming our guests
• Accurate, quick and efficient check in by following and completing all the key points on your check in script
• Walk the guest to the elevators at check in
• Use the guest’s name at least twice
• Adhere to the rewards standards set forth by the brand
• Suggest and accurately enter in all wake up calls

During their stay:

• Anticipate guests’ needs and exceed guest their expectations
• Answer all calls within three rings with a smile in your voice
• Know your local area attractions end directions

At check out:

• Eye contact, smile, tone and inflection in your voice with our guests
• Accurate, quick and efficient check out by following and completing all the key points on your check out script
• Store luggage as needed with a luggage tag
• Read our guests’ non-verbal guest cues and understand when the guests is not satisfied with their experience

The responsibility to the team:

• Live the mission by being a good will ambassador inside and outside of work
• Promote teamwork and an enjoyable work environment
• Complete you onboarding & training within 45 days which will include training on:
• Property Management System Procedures
• Check in , check out and phone scripts
• Cash handling, drops and bank processes
• How to read and analysis particular reports
• Emergency procedure training
• How to be effective when handling difficult guest issues as they arise
• Use the L.E.A.R.N. method for handling guest issues
• Reservations & cancellation procedures
• Sell out process & walk procedures
• Wake up calls
• Handle guest mail, messages and safe deposit boxes
• Hours of hotel services, room locations & amenities
• How to handle minor maintenance issues as they arise
• Chemical Training and Blood borne Pathogen Training
• Clear communication between shifts and with fellow team members is a necessity for our fellow team members to be set up for success.
• Guest service issues or requests
• Cleanliness
• Maintenance
• Special occasions
• Participate in daily preshift
• Keep a clean and organized work space
• Attend work on time as scheduled and adhere to attendance policy.

The responsibility to the hotel and yourself:

• Ensure the safety and security of our guest and team members at all times and report unsafe conditions and suspicious activity to hotel leadership
• Always practice energy conservation
• Forward lost and found inquiries to the Housekeeping Department
• Follow proper key control procedures.
• Ensure security and confidentiality of all guest and hotel information and material.
• Utilize Service Recovery/Defect Tracking processes
• Use personal protective equipment when necessary (gloves, goggles, etc.)
• Follow proper moving and lifting procedures
• You will be regularly required to stand, sit, walk, and reach.
• You will need to be able to use your hands and fingers to point or push, handle, and feel.
• You must be able to communicate with guests
• Must have finger, hand and upper body dexterity to push, pull and move levers, equipment and furniture throughout the shift.
• Must be able to work with arms raised above head throughout a shift. Must be able to maneuver fully loaded cart, weighing up to 50 lbs., through hallways and into/out of closets during entire work day.
• Must be able to lift, carry or otherwise move up to 25 lbs. regularly or lift at least 50 lbs. with assistance
• Be willing to assist the Housekeeping Department as needed
• Assist with setting up the breakfast area as needed, which includes the 24 hour coffee station.
• Wear uniform, including nametag and slip resistant shoes at all times in accordance with the Standards of Appearance.
• Be able to work by yourself
• Adhere to the work rules set forth in the team member handbook.
• Perform other duties as assigned.

Job Evaluations will be based on:

• Guest services impact
• Team unity, attitude & cooperation
• Quality of Work and delivering results
• Communication
• Attendance & dependability
• Judgment and problem solving skills
• Work planning & taking initiative

The hotel work environment:

• The hotel business operates 24 / 7 / 365. There is no guaranteed shift or schedules. There may be times that you will need to move to different shifts or different work areas to accommodate our guests.
• This is the bare minimum list responsibilities and is not meant to be an all-inclusive list. There will be other reasonable responsibilities that you will be assigned to do as requested by your department leader.

Job Types: Full-time, Part-time

Pay: From $13.50 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Nights as needed
• Night shift
• On call
• Weekends as needed

Experience:

• Hotel Front Desk: 1 year (Preferred)

Ability to Commute:

• Gainesville, FL 32608 (Required)

Work Location: In person

Salary : $14