Front Desk Agent

Job Title: Front Desk Agent
Department: Front Office
Reports To:Front Desk Supervisor/Manager or Assistant General Manager

SUMMARY:
Responsible for receiving and welcoming guests in a polite and cordial manner, achieving total guest satisfaction and answering any quest inquiries.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Thorough completion of guest transactions: registers guests, registration process, check guests out, deals with upgrades, promotions, and special requests.
• Respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution; accommodate guest requests when possible within policies/procedures.
• Accurately complete any logs/reports as specified by management.
• Maintain close contact with other hotel departments and staff in order to assist and receive necessary information.
• Handle Front Desk cashier and be able to manage checks and cash according to hotel policies and procedures.
• Relay all applicable information to the Front Desk manager and supervisors.
• Seek feedback and comment cards from guests, and develop and negotiate effective solutions to better customer service.
• Respond to guests via the telephone in a professional conduct, aiding guests with their questions or directions and various concerns. Listen and assist to resolve problems. Log any phone complaints or requests.

REQUIREMENTS

• Prior customer service experience required.
• Excellent communication and interpersonal skills.
• Requires a working knowledge of the Front Desk aspect of the property’s services, policies or operations, and a general knowledge of the hotel.
• Knowledge with OPERA software preferred.

PHYSICAL REQUIREMENTS:

Frequency Key:
Never = 0 hrs; Rare = up to 1 hr; Occasional = 1-3 hrs; Frequent = 3-6 hrs; Constant = 6-8 hrs

Physical Activity Frequency
Sitting Rare
Standing Frequent
Walking Frequent
Climbing stairs Occasional
Crouching/Bending/Stooping Occasional
Reaching/Grasping Occasional
Pushing/Pulling Occasional
Near Vision Constant
Far Vision Constant
Hearing Constant
Talking Constant
Lifting/Carrying Occasional – up to 35 lbs.
Travel Occasional

QUALIFICATION STANDARDS:

Education: High School education or equivalent experience.

Experience: Must have (1) year of experience as Front Desk Agent or other customer service related position.

Licenses or Certifications: none required.

NOTICE:

Friendwell Managed Hotels function twenty-four hours a day, seven days a week, 365 days a year. As a part of the hospitality industry a hospitable service atmosphere must be maintained at all times. All employees are required to project a friendly, welcoming, and positive attitude.

Important Note: The Position detailed in this Description is not limited to the functions listed. You may be required to perform additional reasonable duties according to business needs.

Upon employment, all employees are required to fully comply with Friendwell rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Job Type: Full-time

Pay: From $15.13 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person

Experience:

• Front desk: 1 year (Preferred)

Work Location: In person