Front Desk Agent

Job Title: Front Desk Agent

Department: Hotel Front Office

Reports To: Front Desk Supervisor

Summary

Greets and registers guests, providing prompt and courteous service. Assists resort guests with their check out. Resolves guest challenges throughout their stay in our resort. Upgrades guests, as required. Promotes resort services and amenities and up-sells products to the guests.

Supervisory Responsibilities

This position does not have any supervisory responsibilities.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
• Makes appropriate selection of rooms based on guest needs. Non-verbally confirm the room number and rate.
• Codes electronic keys.
• Ensures guest knows location of their room. Provides guest additional information as needed.
• Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment.
• Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
• Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergencies and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.

• Summons Bell services team members to escort guests to/from their rooms as appropriate.

Education and/or Experience:

High School Diploma or GED required. One to two years of prior guest service experience are preferred. Prior hospitality experience also preferred.

Computer Skills:

To perform this job successfully an individual should have excellent PC skills and broad knowledge of current and standard hotel software applications (Microsoft Office, Visual 1, etc.)

Other Qualifications:

• Must be able and willing to work a flexible schedule, including Saturdays, Sundays, evenings and holidays.
• Must be reliable, trustworthy and possess a pleasant personality.
• Must have excellent customer service and communication skills.
• Ability to work harmoniously with others and be a team player.
• Ability to handle pressure and difficult situations.
• Presents a professional and well-groomed appearance at all times.

Language Skills

Must be able to read, write, speak and understand English. Knowledge of multiple languages is a plus.

Physical Demands

While performing the duties of this Job, the employee is regularly required to stand for prolonged periods of time; walk; use hands and fingers to handle, or feel; reach with hands and arms and talk or hear. The employee must regularly lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment:

While performing the duties of this job, the employee is regularly exposed to secondary smoke. The noise level in the work environment is usually moderate to loud.