Front Desk Agent

General Responsibilities

Greets and registers guests, provides prompt and courteous service for the entire guest experience, and closes out guest accounts upon completion of stay to meet Stoney Creek Hotel & Conference Center high standards of quality and guest satisfaction. Make a conscious effort to provide a safe and clean environment through communication with guests, hotel staff and management. The focus of this job is making connections with people, motivating, and inspiring them to achieve results. Poise and an engaging, empathetic communication style based on natural warmth and enthusiasm is the key to achieving the goals of this job. The work involves driving toward results by enrolling the commitment and buy-in of others. While the job requires strong initiative and self-direction, results are only achieved with and through people. A sincere appreciation for people and how they are each uniquely motivated is the foundation for designing and implementing interactive communication and decision-making processes. Knowledge and skill in how to successfully influence and persuade others by understanding how their individual needs and motivations link to goals is essential. The job requires a high degree of “selling,” whether of ideas and policies within the organization, or products or services in the marketplace. The job environment is fast paced and results oriented. While there is urgency to goal achievement, responsibility for the achievement of results needs to be shared and effectively delegated when necessary. Initiating projects and processes beyond established organization practices will often require training and developing others and enlisting their support by using a “selling” rather “telling” communication style. A self-confident, extroverted style that can enliven, engage, and positively impact individuals and groups is essential. The job has a variety of tasks and is dynamic and changing.

Supervision Received/Provided

This position is closely supervised by the General Manager or a designated manager/supervisor but could be required to work alone at certain times.

Essential Duties

• Greet guests or visitors immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, address the guest by name, when possible, listen carefully to understand requests, respond with appropriate action and provide accurate information. Seek assistance or input from other staff if the answer to the question or request is not fully known.
• Complete the registration process by inputting and retrieving information using the hotel computer system, confirming pertinent information. Select room based on guest needs and availability – code electronic key(s) needed. Non-verbally confirm the room number when presenting the room keys in the welcome folder. Provide guests with directions to the room and list amenities and services available as directed.
• Verify and swipe credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance the assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Perform accurate calculations mentally or with the use of the calculator. Post charges to guest rooms and house accounts using the hotel computer system.
• Maintain complete knowledge at all times of hotel features/services, hours of operation; room types, numbers, layout, decor, location; room rates, amenities offered, services available, special packages and promotions
• Be aware of scheduled in-house group activities, locations, and times; daily occupancy and expected arrivals/departures; room availability status for any given day
• Promptly answer the telephone using positive and clear English communication. Input flags and messages into the hotel computer system. Retrieve messages and communicate the content to the guest. Retrieve and log mail, packages and facsimiles for customers and managers as requested. Communicate guest requests to the appropriate department.
• Close guest accounts at time of check out and seek feedback from guests about their stay. In the event of dissatisfaction or dispute, negotiate a compromise adhering to the guidelines of management and the goal of achieving complete guest satisfaction.
• Field guest complaints conducting thorough research to develop the most effective solutions and negotiate results.
• Meet the uniform and personal grooming standards for the Travel Advisor position.
• Follow end of shift cash handling procedures; follow key control procedures

Task List

• Confirm pertinent guest information at time of registration including phone number, address, and number of guests – include differing last names as required, and room rate. Have a guest initial and sign registration form.
• Code electronic keys at registration. Follow security procedures when coding additional keys following registration for the safety of our guests and the hotel property.
• Provide hotel information on continental breakfast, location of pool, exercise room, and meeting rooms based on guest knowledge and experience.
• Follow up registration with a well-timed courtesy call to the guest room confirming the accommodation and amenities are acceptable and in good order.
• Listen and extend assistance to resolve problems or concerns voiced by the guest such as price conflicts, insufficient heating, or cooling, etc. Remain calm and alert – especially in emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. Contact management to assist as needed but recognize when immediate action for medical, fire or police assistance is required and act accordingly.
• Perform elementary housekeeping and maintenance tasks (i.e., provide additional linens, plunge toilet) in the absence of staff members from these departments.)
• Assist guests in making reservations by phone or in person when Central Reservations is not a better option. Retrieve and enter TravelClick reservations and cancellations, following up with proper documentation and filing as trained.
• Review communication logs and ensure that guest requests are met. Check for repetitive problems and follow through on any unresolved requests.
• Be willing to audit area hotels daily for status of rooms, rates, discount rates and packages. Be familiar with the current list of available locations for walking situations.
• Ensure work orders for maintenance repairs are completed and submitted to Engineering. Contact Engineering directly for urgent repairs.
• Operate facsimile machines to send and receive transmissions. Notify guests of incoming faxes
• Use the photocopier to make copies as required
• File and retrieve guest portfolios utilizing the property filing system

Other Duties

• Attend and participate in all property and department meetings
• Responsible for proper use of the time clock at the beginning and end of the shift as well as for required meal break
• Coordinate and/or assist other departments to meet a guest request
• Train others in the functions and tasks of this position as requested
• Report on accidents, injuries, near misses and property damage to supervisor
• Perform special projects based on capabilities and knowledge
• Other duties as assigned

Required Education/Certifications/Training/Experience

• High School diploma or GED preferred. Some post high school education in a field related to hospitality may accelerate promotional opportunities.
• No prior experience required but preferred
• Read and follow the rules and procedures provided in the employee handbook

Technical Skills and Abilities

• Have knowledge of all hotel emergency procedures especially fire prevention and emergency procedures
• Be familiar with the computer systems and electronic machines used to carry out the tasks of this position. Use protective equipment provided.

Benefits of working at Stoney Creek Hotels

• Paid Onboarding
• Paid Training
• 401k plan with Safe Harbor Match
  • eligible for the first open enrollment after 90 days
• Paid Holidays for holidays worked (double time!)
• Hotel room discounts
• Opportunities for career progression
• A thriving culture that provides genuine hospitality
• The ability to own and empower your work
• Join a great team of like-minded individuals who work hard and smart at the same time

If you are a full-timeemployee, you will also receive these benefits in addition to the amazing benefits above:

• Health and Dental through Wellmark Blue Cross Blue Shield and Vision through Avesis anywhere from a single to a family policy
  • eligible the first of the month following 60 days of employment
• Paid vacation and sick leave