Front Desk Agent

Front Desk Agent

Education

• Minimum requirement is High School completion certificate. Four-year College or Hospitality degree is preferred, and/or equivalent work experience
• Brand certification programs are preferred

Experience:

• Previous guest service experience essential, minimum 3 years
• Prior hotel is preferred
• Brand experience is preferred
• Strong guest service skills required
• Must have a valid driver's license from the applicable state

Physical Requirements:

• Long hours sometimes required.
• Light work-Exerting up to 30 pounds of force occasionally, and /or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects
• Ability to stand for long hours at a time

Primary Objective of Position:
To increase guest satisfaction by providing efficient and courteous guest service in accordance with the standards of the hotel.
Understands and implements company’s Mission, Vision and Core Values at all time.

Major Areas of Accountability:
1. Meets and exceeds guest expectations by providing service and teamwork
2. Provides value added service to guests by doing whatever reasonable and possible to meet or exceed guest expectations
3. Communicates effectively with guests, co-workers, supervisors
4. Demonstrates teamwork by cooperating and assisting co-workers as needed
5. Handles difficult situations effectively
6. Meets service standards
7. Performs other duties as required to provide service and teamwork
8. Provides quality service to the guest by responding to their requests promptly, efficiently, and courteously during check-in, check-out, and throughout stay
9. Registers, processes, and greets guest promptly, welcoming him/her to the hotel
10. Responds to guest requests for information about the hotel
11. Arranges for special services requested by the guest
12. Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
13. Arranges fulfillment of guest services by working with housekeeping, reservations, and maintenance
14. Minimizes loss of revenue by adhering to all established credit and inventory control procedures
15. Insures all guests establish credit or pay cash upon check-in
16. Monitors guest accounts to insure adherence to hotel credit limits by and verifies accuracy of registration information
17. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures
18. Verifies all information on reservations: check-in date, name, address, method of payment, etc.
19. Retrieves proper name and address verification and proper approval codes for cash and credit card paying guests
20. Identifies and records special billing instructions
21. Completes shift closing check-lists, accurately by getting appropriate approval signatures and authorization codes
22. Adheres to hotel policies regarding the use of cash banks, drop/deposit logs, etc
23. Increases revenues by offering guests upgraded rooms and promoting hotel amenities and outlets
24. Promotes food and beverage alternatives within the hotel
25. Follows yield management procedures while making room reservations
26. Demonstrates a working knowledge of all services and facilities of the hotel and effectively assists the hotel's guests
27. Issues safety deposit boxes to guests upon requests
28. Property processes guest mail, messages, and packages to insure their receipt by guests
29. Adheres to hotel policies and procedures
30. Attends work on time as scheduled
31. Follows hotel grooming and dress standards
32. Minimizes safety hazards by following all safety rules and procedures
33. Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance.
34. Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.

35. Maintains a favorable working relationship with all other company associates to foster and promote a cooperative and harmonious working climate.

36. At all times projects a favorable image of the hotel and company to the public.
37. Assists with any other tasks and projects as needed to complete daily hotel operations to provide and maintain excellent service and teamwork
38. Completes any training requested by GM

Job Types: Full-time, Part-time

Pay: $16.50 - $19.00 per hour

Expected hours: 20 – 40 per week

Benefits:

• Employee discount
• Referral program

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Morning shift
• Night shift
• Overnight shift
• Weekends as needed

Work setting:

• In-person

Experience:

• Hotel experience: 2 years (Required)

Work Location: In person