Front Desk Agent

JOB DUTIES, MINIMUM QUALIFICATIONS (MONTH/YEARS EXPERIENCE, SKILLS, SPECIAL LICENSE, ETC):

SUMMARY: GSAs ensure appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner. Experience in Front Office, PBX, and Concierge preferred. Candidates must be able to work a flexible schedule including but not limited to: evening, weekends, and holidays. Candidate must possess excellent customer service skills and effective written and oral communication skills, also a working knowledge of computers and facsimile machines. Candidate should have the ability to multi-task and the ability to handle stressful situations. Must be flexible to work in various capacities, which include PBX, Concierge, and Front Desk.

Professional Experience

Preferably 1 year’s experience in customer service, hotel, food and beverage restaurant administrative, human resources, legal, educational, training, financial, or business related field

Computer Experience

Proficiency in:

Microsoft Word

Excel

Powerpoint

Data entry

Database management systems

Hotel Experience

Uses proper telephone etiquette

Be flexible and willing to perform other tasks as necessary or requested

Wear hotel GSA uniform in compliance with hotel standards

TRAINING PROVIDED ON THE FOLLOWING:

Serve as concierge (may make restaurant reservations, provide directions, recommend area attractions, etc.)

Determines a guest's reservation status and identifies how long the guest will stay

Helps guests complete registration and then assigns rooms accommodating special requests whenever possible

Verifies the guest's method of payment and follows established credit-checking procedures

Posts guest and room information in the PMS, and communicates this information to the appropriate hotel personnel

Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work

Must be sales-minded; uses suggestive selling techniques to sell rooms and to promote other services of the hotel

Presents options and alternatives to guests and offers assistance in making choices

Knows the location and types of available rooms as well as the activities and services of the property

Assists in pre-registration and blocking of rooms for reservations

Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures

Knows room locations, types of rooms available, and room rates

Understands room status and room status tracking

Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms

Takes same day reservations and future reservations when necessary

Knows cancellation procedures

Generates secure room cards

Knows how to use front office equipment

Posts Suite Shop purchases to guest folios

Posts and files all charges to guest, master, and city ledger accounts

Follows procedures for issuing and closing safe deposit boxes

Uses proper mail, package, and message handling procedures

Reads and initials the pass-on log and bulletin board daily

Is aware of daily activities and meetings taking place in the hotel

Attends department meetings

Coordinates guestroom maintenance work with the engineering and maintenance division

Reports any unusual occurrences or request to the manager or assistant manager

Knows all safety and emergency procedures

Is aware of accident prevention policies

Maintains the cleanliness and neatness of the front desk area

Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts

Emotional Intelligence

Emotionally competent; able to effectively manage disruptive emotions and impulses; able to stay composed, positive, and unflappable even in trying moments while thinking clearly and remaining focused under pressure

Engage every guest in conversation and recognition

Resolve any guest issue immediately

Promote the hotel by demonstrating a high level of positive attitude and energy to serve our guests

Ability to anticipate guests’ needs

Represents the hotel to the guest throughout all stages of the guest's stay

Embraces and respects diversity and multicultural environment

Skills

Excellent communication; orally and written

Requires finger dexterity, grasping, writing, standing for long periods, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds

Able to stand, sit, and walk, for more than 4 hours

Education

Background screening for previous criminal history

Employment may be contingent upon at least 80% score on test on hotel’s reservations system (PMS) after training

At least a high school diploma or G.E.D.

Strengths

Mathematical; statistical

Social

Speaks in guests’ preferred language

Hotel is a smoke-free property

Creativity

Organizational

Administrative

Sales

Curious about the world and people