Front Desk Agent

Description

SUMMARY

Front Desk Agent will be responsible for providing quality guest service as it pertains to checking guests in and out; taking hotel reservations; verifying guests’ registration information and take any further information required, such as identification and period of stay and take cash or process credit cards as well as provide concierge services in a gracious and professional manner.

JOB DUTIES

• Check-in and check-out hotel guests in a confident, professional, and friendly manner
• Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• Provide gracious and efficient telephone service as it relates to general services
• Complete all items as listed on shift checklists
• Ensure proper credit card procedures are followed at all times to include credit card imprint and guest signature on registration slip
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift
• Issue guest safety deposit boxes as requested
• Advise guest of any messages, mail, faxes, etc. received for them
• Communicate service and amenities of the hotel to guests
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities
• Take, record, and relay messages accurately, completely and legibly
• Accept and record wake-up call requests
• Meet with departing Front Desk Host to review business status, log-book and follow-up items
• Provide Concierge service - fluent knowledge of local restaurants, special events, city attractions, and guest amenities
• Knowledgeable of hotel fire and emergency procedures
• Keep the front desk as well as lobby areas clean and well organized
• Assist with reservations calls in a professional manner
• Legibly document maintenance needs in front desk log and submit to Manager
• Maintain complete knowledge at all times of:
  • all hotel features/services, hours of operation
  • all room types, numbers, layout, décor, appointments and location
  • all room rates, special packages and promotions
  • daily house count and expected arrivals/departures
  • room availability status for any given day

Qualifications

REQUIREMENTS

• At least 6 months experience in a similar capacity
• Be able to work in a standing position for long periods of time (up to 5 hours)
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision
• Ability to effectively communicate both written and verbal
• Proficient with Microsoft Programs and other office equipment
• Good problem solving and multitasking skills and ability to develop conceptual alternatives
• Mathematical skills required and high attention to detail
• Solid interpersonal skills that allow one to work effectively in a diverse working environment
• Dependable

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISORY RESPONSIBILITY

This position has no supervisory responsibilities

WORK ENVIRONMENT

This job operates in a professional office environment.  This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets and fax machines.  

POSITION TYPE/EXPECTED HOURS OF WORK

This is a Part Time position. Days and hours of work will vary and be dependent on business needs. Flexibility with work schedule is essential.