Front Desk Agent

The Capitol Hotel Hartford is looking for a Front Desk Agent to join our Front Desk team. Prior hotel Front Desk experience is desired. However, we are willing to train the right person. An agreeable attitude and superior customer service skills are required.

The Front Desk Agent shift can vary from daytime to evening, Sunday through Saturday.

Principal Responsibilities of Front Desk Agent:

Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Upgrades guests as required. Promotes hotel services and amenities and upsells products to the guests.

Essential Functions:

• Completes the registration process by inputting and retrieving information from a computer system and confirming pertinent information, including the number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirms the room number and rate. Promotes and administers guest loyalty programs for arriving guests. Ensures guest knows the room's location and arranges for a team member to accompany the guest to the room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
• Ensures rooms and services are correctly accounted for within guest statements. Properly accounts for services provided by the hotel. Assists guests with check-out payments or changes. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates.
• Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear voice, listens to and understands requests, responds with appropriate actions, and provides accurate information such as outlet hours, special VIP programs, events, etc.
• Receives special requests from guests and responds appropriately or forwards requests to appropriate team members for decisions and actions.
• Promptly answers 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.
• Fields guest complaints, conducts thorough research to develop the most effective solutions, and negotiates results. Listens and extends assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert, especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgment and discretion. SUPPORTIVE FUNCTIONS In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
• Operate various office machines and property management systems.

PHYSICAL REQUIREMENTS:

Below is a listing of the physical requirements for the standard performance of this job:

Frequency Key: Rare, Occasional, Frequent, or Constant

• Physical Activity Frequency
• Sitting Occasional
• Walking, Standing Constant
• Climbing Stairs Occasional
• Crouching/Bending/Stooping Occasional
• Reaching Constant
• Grasping Constant
• Pushing/Pulling Frequent
• Near Vision Constant
• Far Vision Constant
• Hearing Constant
• Talking Constant
• Smelling Rare
• Lifting/Carrying (20 lbs.) Occasional
• Travel Rare

OTHER DUTIES

Assimilate into the company culture through understanding, supporting and participating in all elements of corporate policies. Demonstrate working knowledge of the service standards.

Regular attendance in conformance to the standards, which may be established by Packard from time to time, is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

SAFETY REQUIREMENTS

OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health of safety:

• None

Team members will be trained in the proper use and care of assigned PPE. The hotel provides the required PPE. It is your responsibility to report defective damaged or lost PPE, or equipment that does not fit properly, to your Manager.

ORGANIZATIONAL RELATIONSHIPS

Positions directly reporting to this position (titles):

• None

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and to be able to explain and demonstrate that he or she can perform the essentials functions of the job, with or without reasonable accommodation.

• Considerable skill in the use of a calculator to perform moderately complex mathematical calculations without error
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
• Ability to read, understand, and communicate effectively in English, both verbally and in writing
• Ability to access and accurately input information using a moderately complex computer system
• Ability to work well under pressure

QUALIFYING STANDARDS

Education

High School graduate or equivalent required.

Experience

One to two years of prior guest service experience are preferred. Prior hospitality experience is also preferred.

Licenses or Certificates

None.

Grooming

All team members must maintain a neat, clean and well-groomed appearance (specific standards available).

The ideal candidate will put pride in their work, be reliable, and be friendly and professional at all times. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. A high school graduate education or equivalent is required. One year of experience as a Hotel Housekeeper is preferred.

Candidates selected for further consideration will be contacted within two weeks of the closing date of this ad, but no later than two weeks after the close of this job ad.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, national origin, disability status, protected veteran status.

When you join the Avalon Hospitality Group team, you become a member of its team, which has been working and growing together for more than 25 years. At Avalon, team members are encouraged and rewarded for their achievements. We welcome guests with clean guestrooms and thoughtful service. If you share these values, we encourage you to explore your next career opportunity with Avalon.

Job Types: Full-time, Part-time

Pay: From $16.00 per hour

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Weekends as needed

Work setting:

• In-person

Work Location: In person