Front Office Agent

JOB DESCRIPTION

Job Title: Hotel Front Office Agent

Department:

Hospitality

Reports To:

Hotel Front Office Supervisor

FLSA Status:

Non-Exempt

Summary

Our dynamic Hospitality Team strives to create a pleasurable event experience for all guests and prides itself on exceptional proactive service and unparalleled knowledge of property and services.

Under the direction of the Hotel Front Office Supervisor (FOS), the Hotel Front Office Agent (FOA) is responsible administering Front Office operations in the hotel's continuing effort to deliver outstanding guest service. The FOA is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives linked to improving customer service or improving the value of the hotel’s products and services to its customers and clients.

Essential Duties & Responsibilities

· Greets guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of room(s), coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a Bellperson accompany him/her.

· Assists guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, making change and processing gift certificates and cards.

· Demonstrates a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge. Answer guest questions and inquiries.

· Uses up-selling techniques to promote hotel services and facilities and maximize room occupancy.

· Responds to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.

· Fields guest complaints, conducts research and resolves and negotiates solutions for guest satisfaction

· Receives, inputs, retrieves and relays messages to guests.

· Follows correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with hotel credit and cash handling policies.

· Complies with hotel security, fire regulations and all health and safety legislation.

· Works closely with all hotel business partners to ensure world class service for all hotel guests.

· Acts in accordance with policies and procedures when working with front of house equipment and property management systems.

· Follows company brand standards.

· Maintains clean and pressed work attire in accordance with company policy. If not dressed properly, may be sent home.

· Reports any problems or concerns to their immediate supervisor.

· Assists other departments, if necessary.

• Perform other duties as assigned to support the efficient operation of the department.

Certificates/Licenses/Registrations

· Must provide at least two unexpired, Right To Work documents

Physical Requirements/ Working Conditions – Environment

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

· Primary work environment is in a climate-controlled office setting.

· Must be able to work in a fast paced, high demand environment.

· Must be able to work in a fast paced environment where responsiveness and customer service are highly valued.

· Must be able to work in a multi-tasking, deadline oriented environment.

· Must be able to maintain confidentiality when working with information such as budgets, resources, salaries, or other sensitive data.

· Work requires intermittent sitting, standing and/or stooping as well as bending, crouching or stooping.

· Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.

· Physical activities that apply to the essential functions of the position are: balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, and grasping, talking, hearing, repetitive motions.

· Hearing sufficient to hear conversational levels in person and over the telephone.

· Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, and over the telephone.

· Strength sufficient to occasionally lift and/or move up to 25 pounds below or at waist.

· Visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned, or to make general observations of facilities, guests and employees.

· The employee may be exposed to fumes or airborne particles including secondhand smoke.

Bear Springs Hotel is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. If you require reasonable accommodation in participating in the employee selection process, please direct your inquiries to the Human Resources Department.

Job Type: Full-time

Pay: $18.50 - $21.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Weekends as needed

Work setting:

• In-person

People with a criminal record are encouraged to apply

Education:

• High school or equivalent (Required)

Experience:

• Hotel Experience: 1 year (Required)
• Front Desk: 1 year (Required)

Work Location: In person