Guest Services Agent/ Front Desk Agent

the Job description

JOB SUMMARY: The Front Desk Agent is responsible for checking guests in and out of the hotel quickly, efficiently, and courteously using the property management system; processing all payments according to established hotel policies and requirements; providing information and customer service to guests and visitors of the hotel. There is a possibility of moving from a part-time to a full-time position.

QUALIFICATIONS:

Education & Experience:

• High school diploma or equivalent; and hotel experience or related customer service-oriented, cash-handling experience desirable.

Tools & Equipment:

• Telephone, Calculator, Computer (PMS, Internet), Facsimile, and other office equipment.

Physical Requirements:

• Light work – Standing continuously, walking occasionally for the entire work shift. Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to reach, lift, carry, push, pull, or otherwise move objects. Frequent use of computer keyboard (fingering) and computer mouse, near and far acuity (vision), hearing, talking. Long hours are sometimes required.

Mental Abilities & Requirements:

• Must be able to demonstrate predictable, reliable, and timely attendance.
• Must be able to follow written and verbal directions, and complete assigned tasks on schedule.
• Must be able to learn from directions, observations, and errors, and apply procedures using good judgment.
• Must be able to work independently or as part of a team, including the ability to interact appropriately with others.
• Must be able to work with supervision, receiving instructions/feedback, coaching/counseling, and/or discipline.
• Must be able to convey information and ideas.
• Must be able to evaluate and select quickly and accurately among alternative courses of action.
• Must work well in stressful, high-pressure situations.
• Must be effective at listening to, understanding, and clarifying issues raised by coworkers and guests.
• Must be effective at anticipating, preventing, identifying, and solving problems as necessary.
• Must be able to understand financial/statistical data, and work with it using basic arithmetic functions.

Other abilities, skills, and knowledge:

• Computer literacy is helpful.

DRESS CODE:

• SeaCrest Shirt and Sweater are provided at the time of hiring.
• Black, White, or Khaki pants are acceptable.
• Colored hair, piercings, and tattoos are acceptable as long as they are not offensive.
• A professional and clean appearance is required.
• A nametag is required at all times.

ESSENTIAL FUNCTIONS:

• Maintains good working relationships and communications with all departments as appropriate.
• Checks guests in and out using the property management system; including assigning room(s), issuing room keys, ensuring that all guests sign a guest registration card, and providing a credit card or other method of payment.
• File registration cards in “the bucket” by room number.
• Resolves guest complaints and problems quickly, efficiently, courteously, and professionally—to build the long-term loyalty of the guest—apologizes, shows empathy, and thanks to the guest for bringing problems to his/her attention as appropriate.
• Maintains, monitors, updates, and prepares room status and group information and requirements; including relaying the appropriate information to relevant departments.
• Verify all credit cards and checks per Hotel policy.
• Maintains guest room key control and supervises guest access to safe deposit boxes.
• Verifies banks and deposits at the end of each shift.
• Follows all cash handling and credit policies.
• Maintains proper uniform(s), wears uniforms properly and follows uniform regulations.
• Follows standards of service and job performance for the Front Desk department.
• Ensures compliance with all General Rules of Conduct, the Employee Handbook, and all other Hotel and Company policies and procedures.
• Recognizes and greets all guests who pass through the lobby.
• Answers the phone promptly using proper etiquette and the Hotel’s established greeting.
• Takes and forwards guests' messages promptly.
• Knows and can explain all room locations, and types of rooms available when asked.
• Knows and can explain the Hotel’s room rates.
• Knows and can explain all hotel and franchise marketing programs.
• Refers to all problems, which he/she is unable to resolve, to his/her supervisor or manager.
• Logs all complaints in the logbook, and reports them to the appropriate department for correction.
• Processes reservations in a proper and timely manner; including making special notes of guests’ requests to guarantee proper handling when the guest arrives.
• Knows all safety and emergency procedures; including knowing the location of the Emergency Response Manual.
• Follows all accident prevention policies.
• Maintains the Front Desk and adjacent work area neat, clean, and organized.
• Accepts responsibility for the Front Desk upon arrival; including verifying cash drawers and reviewing the daily log.
• Closes out shift quickly and efficiently after reporting pertinent information in the logbook, running cash report, balancing drawer to shift report, and making shift deposit drop.
• Continually maintains communication with the housekeeping and maintenance departments as appropriate regarding the status of rooms; including clean rooms, dirty rooms, out-of-order rooms, room repairs, room changes, stayovers, checkouts, early check-ins, special requests, lost and found items, etc.
• Takes room reservations for same-day reservations and future reservations.
• Able to give directions to the hotel and from the hotel to local attractions, etc.
• Make wake-up calls to guest rooms.
• Monitor and distribute guest faxes and messages.
• Complete a “bucket check” matching registration cards to the guest ledger, and report discrepancies to the supervisor/manager.
• Assists in maintaining a uniform filing system for registration cards, reports, correspondence, etc...
• Knows how to use front office equipment (i.e. fax machines, printers, computers, credit card machines, etc.) so as not to slow down guest transactions.
• Follows posted work schedule and attends all scheduled meetings.
• Able to work as required. (If his/her relief arrives late or does not show up for work, he/she must stay at the property until a relief person has arrived.)
• Uses sales techniques to sell rooms to promote the hotel's other services, including using regular yield management strategies.

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Vision insurance

Schedule:

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

Work setting:

• In-person

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person