Front Desk Agent

I.Job Purpose/Objective

Hourly Rate: $18.00-$20.00

This position is responsible for providing quality guest service as it pertains to checking in and out of hotel guests; PBX operations to include mail/message service; taking hotel reservations; and concierge services in a gracious and professionals manner. Demand accuracy with daily account procedures.

II.Essential Job Functions

Incumbent may perform any or all of the following:

• Check-in and check-out hotel guests in a confident, professional, and friendly manner

• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day

• Provide gracious and efficient telephone service

• Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information

• Review arrivals noting special requests and blocking rooms as necessary

• Complete all items as listed on shift checklists

• Bucket checks to be performed by each shift to verify data as it pertains to:

1. Guest name

2. Guest address

3. Room rate

4. Performs other related duties as assigned or requested

5. Number of guests in room

6. Credit card Information

• Ensure proper credit card procedures are followed at all times to include credit card swiping 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, and credit card 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

• Take, record and relay messages accurately, completely and legibly

• Accept and record wake-up call requests

• Provide concierge service- fluent knowledge of local restaurants, special events, city attractions, and guest amenities

• Keep the Front Desk as well as lobby areas clean and well organized

• Assist with reservations calls in a professional manner

• Maintain complete knowledge at all times of:

o All hotel features/services, hours of operation

o All room types, numbers, layout, and location

o All room rates, special packages and promotions

o Daily house count and expected arrivals/departures

o Room availability status for any given day

• Balance all miscellaneous income departments against vouchers, and property management system totals

III.Working Conditions/Job Environment

• Must be able to stand and walk for sustained periods of time

• Medium work: Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects

• Ability to grasp, bend, and stop; push or pull heavy loads and lift/ and /or otherwise move packages, boxes and luggage

• Expressing or exchanging ideas by means of the spoken word; must convey detailed or important spoken instructions to other workers

• Ability to receive detailed information through oral communication, and make fine discriminations in sound

• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal

• The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work)

• Some remote work may be necessary

IV.Supervision

V.Essential Skills (Minimum qualifications individual must possess when entering position) – i.e. skillsets, education, certifications, etc.

• Preferred 6 months experience in a similar capacity

• Punctuality and regular and reliable attendance

• Honestly and integrity

• Ability to work well under pressure of check-in/check-put of guests and handle multiple tasks at once

• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision

• Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers and management to their understanding

• Ability to solve practical problems and deal with variety of concrete variables in situations where only limited standardization exists

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy of defuse anger

• Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills

• Skilled in the use of computers, adapts to new technology, keeps abreast of changes, learns new programs quickly, uses computers to improve productivity

The information on this description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.

EOE/M/F/Vet/Disabilities