Job Details

Front Desk Agent

Represents the hotel to the guests throughout all stages of the guest's stay. Assists with 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. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel.

Duties & Responsibilities Primary Responsibilities/Essential Functions:

1. Welcomes guests by greeting them in an enthusiastic and professional manner, answering questions and responding to requests. Provides information about hotel and hotel amenities.
2. Registers hotel guest by obtaining or confirming room requirements, verifying pre-registration, assigning rooms, obtaining information and signatures. Issues door key cards. Establishes guest credit by verifying credit cards or obtaining cash. Seeks opportunities to maximize revenue.
3. Directs guest to hotel rooms by showing room locations on a hotel map. Calls Bellperson.
4. Effectively deals with internal and external customers, some of who may require a high level of patience, tact and diplomacy to defuse anger. Collects accurate information and resolves conflicts. Keeps immediate supervisor promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs.
5. Maintains hotel records by entering required room and guest account data into systems. Performs all guest accounting functions according to hotel procedure to ensure all guest and house accounts are completed and accurate. Collects hotel revenue by entering services and charges, computing bills and obtaining payments. Runs all necessary reports and balances paperwork.
6. Maintains accuracy of cash banks. Balances funds and provides change.
7. Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
8. Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior
9. Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
10. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.

Other Responsibilities/Supportive Functions:

1. If working overnight shift may be required to prepare breakfast vouchers for arriving guests and deliver folios (bills) to guest who will be checking out that morning. May be required to walk property (including parking areas) to identify suspicious activity and contact appropriate authority as needed.
2. May provide concierge assistance by providing information about services guests may require, such as dining, recreation, entertainment, shopping, business, travel, and hotel amenities. May assist with related reservations.
3. Receives and responds to incoming telephone calls from the public and guests. Receives and processes telephone and walk-in reservations accurately to ensure guest satisfaction.
4. Conveys messages and deliveries to guests by receiving and delivering messages, mail, facsimiles, packages and guest supplies.
5. Improves job knowledge by attending training sessions as instructed.
6. Contributes to guest services and hotel success by welcoming related, different and new requests. Helps others accomplish job results.
7. Remains aware of guest satisfaction scores and works toward increasing overall guest satisfaction.
8. Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.

Qualifications

Qualifications (relevant experience, education and training):

1. A minimum of two years of guest service or customer service experience preferred.
2. Must have excellent customer service/communication skills to work with guests of various social, cultural, economic and educational backgrounds for the purpose of resolving problems/complaints and providing a high level of guest satisfaction.
3. Requires ability to perform basic math skills such as addition, subtraction, multiplication and division.
4. Requires basic computer skills to enter data, read, and interpret information.
5. Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency situation.
6. Must be able to speak, read, write and understand English to understand instructions, safety rules, and communicate with guests. Proficiency in another language a plus.
7. Able to work independently with minimal guidance and as part of a team.
8. May be required to possess a Food Handler's certificate if assigned to the night shift.
9. Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.
10. Completes all required training as scheduled.
11. Must maintain a clean appearance and professional demeanor.