Front Desk Agent

Front Desk Agent

EMPLOYMENT CLASSIFICATION: Hourly

Job Description Summary:
This position is responsible for providing superior service with all guest interactions. Specifically, a Front Desk Agent will exceed the expectations of all guests in a multitude of tasks that include, but are not limited to telephone operations, checking guests in and out, taking reservations, inventory control and concierge services. The concierge services may include the following: transportation, dining reservations, amenity requests, spa services, hiking etc.

A Front Desk Agent must possess good communication skills, comply with the property’s dress code and have the ability to resolve conflict and possess a thorough understanding of Tributary policies. All Tributary employees are expected to greet all guests in close proximity and make each feel important by providing a genuine welcome. Furthermore, Front Desk Agents must develop and maintain the company’s culture, values and reputation in the public eye, and with all staff, guests, vendors and partners. Front Desk Agents must promote the property’s vision in all actions and decisions and are accountable to the overall team.

Based upon fluctuating demands of the operation and to exceed customer expectations, it may be necessary to perform a multitude of different functions not specifically related to this position. This person may be expected to perform other tasks and duties as needed or as directed. Employee responsibilities and job descriptions are subject to review and revision.

Essential Functions
1. Adhere to all standards of operations, policies and procedures, manuals, training material, memos and verbal instruction
2. Complete all shift checklist items
3. Check in and out all hotel guests in a confident, professional and personalized manner
4. Take hotel reservations accurately and efficiently
5. Assist in the development and implementation of special projects
6. Ensure immediate response is given to any and all guest comments and concerns and inform immediate supervisor of concerns and assist implementing corrective measure when necessary
7. Maintain a positive relationship with all employees and guests
8. Ensure all calls are answered in a courteous, professional and efficient manner
9. Maintain an accurate log of guest calls for assistance or complaints, and ensure completion of all items
10. Open, secure and balance out shift banks to include the verification of all cash, credit card and room charge transactions during all shifts
11. Maintain accuracy with all accounting and billing procedures
12. Have a comprehensive knowledge of hotel availability and current rates and/or special events (which may have an impact on occupancy and availability)
13. Possess fluent knowledge of local restaurants, special events, city attractions, amenities and directions
14. Ensure open lines of communication with all departments and upper management at all times via email, log books, meetings, etc., to ensure all needs of the hotel are met.
15. Maintain a high level of cleanliness and safety in the work area
16. Ensure that all equipment is maintained in good, safe working condition
17. Maintain an increased awareness of safety issues throughout the property
18. Keep abreast of safety and emergency procedures and OSHA requirements
19. Attend relevant meetings

Reporting Relationship
Reports Directly to: Hotel Manager and Rooms Manager
Also works for: General Manager

Education & Experience
1. High School diploma or general education degree (GED).
2. Two (2) years related experience in the hospitality or service industry.

Competencies
1. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals
2. Ability to write routine reports and correspondence
3. Ability to speak effectively before groups of co-workers and sister property sta
4. Proficiency in Microsoft Excel and Word
5. Ability to understand other computer programs (i.e. Property Management System, POS)
6. Ability to apply concepts of math including: addition, subtraction, multiplication, division and algebra, using whole numbers, common fractions, and decimals.
7. Eye for detail
8. Customer service
9. Certificates, licenses, and/or identification cards as required by the U.S. Department of Justice to verify employment eligibility.

Working Conditions/Environment
1. The noise level in the work environment is usually moderate
2. The person in this position may have to lift up to 50 pounds on a daily basis
3. The person having this position may have to sit for eight (8) hours, stand and/or walk, push, kneel, bend, balance, squat, reach and stretch for two (2) hours per day
4. The work environment characteristics described herein are representative of those an employee typically encounters while performing the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift

Work setting:

• In-person

Experience:

• Hotel experience: 1 year (Required)

Work Location: In person