Front Office Agent (Full Time)

Division:  Front Office (FRN006)

HB Front Office Agent

JOB OVERVIEW:

Greet and assist guests in a friendly manner according to resort standards. Rent and assign rooms. Keep a record of vacant/occupied rooms. Maintain a constant post at the front desk for the purpose of registering/checking out guests, giving information and assistance, presenting keys, mail and messages. Coordinate with housekeeping and engineering departments on guest complaints. Make entries for charges and credits to accounts, perform incidental tasks relating to guest account. Is responsible for a bank and handle cash/coupon transactions according to established policies and procedures. Assist guests in the absence of a concierge with restaurant reservations and transportation, as needed.

ESSENTIAL JOB FUNCTIONS:

1. Maintain a constant post at the front desk for the purpose of registering/checking-out guests, giving information, presenting keys, mail and messages.
2. Greet and assist guests in a warm and friendly manner, personalizing service following resort standards and procedures.
3. Assist guests with restaurant reservations, booking activities and transportation, providing directions and information about the Big Island and resort facilities.
4. Record entries for charges and credits to guest accounts.
5. Responsible for a cash bank and handle cash/credit cards/check/coupon transactions according to established policies and procedures.
6. Rent and assign rooms; upsell rooms.
7. Keeps a record of vacant and occupied rooms.
8. Coordinate with housekeeping and engineering departments on guest complaints and requests.
9. Inform guests of the resort's Ocean Awareness Program.
10. Respond to emergency situation, according to hotel procedures.
11. Answer phone calls to the front desk and respond to the questions or forward calls to the appropriate person.
12. Coordinate with bell staff on delivery of items to and from the guest rooms.
13. Maintain a professional setting at front desk (No eating, gum chewing, using cell phones, or slouching).
14. Perform other related duties as assigned or required.

SECONDARY JOB FUNCTIONS:

1. Generate reports as required.
2. Escort guests to their room upon check-in if needed.
3. Assist other positions in the department.

Working Conditions:

1. Work at the front desk located in the lobby; open air overhead covering.
2. Maybe warm or windy due to weather conditions and open area.
3. Air conditioned office environment.

Work Hours:

1. Able to work shift and days determined by the manager.
2. Able to work in excess of 40 hours per week if needed.

Equipment Use:

1. Proficient in the use of a computer and with the applications Word, Excel, or other required software to perform essential duties.
2. Proper and professional telephone etiquette.
3. Various office equipment including but not limited to calculators, photocopiers, and facsimile machines.
4. Key Card programmer, Electronic Data Capture.

Mental and Physical Demands:

1. Sit with upright posture for most of shift at the front desk.
2. Able to deal with irate guests and remain calm and friendly.
3. Able to work under pressure, manage stressful situations, and multi-task.

Communication Demands:

1. Able to verbally communicate in person and over the phone to employees, managers and guests.
2. Able to follow verbal or written instructions.

Minimum Qualification Requirements:

1. Must be pleasant, smiling and friendly.
2. Must be able to read and write to effectively perform job functions.
3. Must be able to perform general cashiering procedures.
4. Must be able to multi-task.