Hotel Front Desk Agent

JOB SUMMARY: As a Hotel Front Desk Agent, you will be responsible for greeting guests in a courteous and professional manner. You will be responsible for call in and walk in reservations which include processing payment and safeguarding guest information. You will coordinate services per guest requests to ensure a positive stay.
You will maintain the Front Desk area in a clean professional manner. You will need to work collaboratively with other staff members in the hotel to ensure a safe, positive stay for the guests

JOB DUTIES:

1. Ensure consistent, professional, courteous, friendly and efficient service at Front Desk to guarantee guest satisfaction.

2. Your primary position is at the Front Desk. You are to stand when dealing with the guest and be always visible behind the Front Desk. You are to recognize and greet all guests who pass through the lobby, or you come in contact with while on property. Also, you may accommodate special requests when possible.

3. Answer phone promptly and with proper etiquette. Be clear in your greeting - stating the property name, your name and how may I help you. This is the guests’ first impression of your property.

4. Ensure guests get their messages by properly taking and handling them.

5. Know all room locations, types of rooms available and room rates. You are to be familiar with all marketing programs from our hotel and through Chain Affiliation.

6. Effectively resolve all guests’ complaints being understanding and thankful that it was brought to our attention. Refer to management when appropriate or needed. Be sure to log all complaints in the logbook and report it to the appropriate department for correction.

7. Accept and process reservations in a timely and prescribed manner to guarantee proper handling of all reservations. Make special note of guest’s requests to guarantee guest satisfaction.

8. Ensure prompt, complete information, and follow through to the General Manager. Maintain effective and efficient communication and relationships with various departments.

9. Know all safety and emergency procedures. Follow all accident prevention policies.

10. Maintain the cleanliness and neatness of the Front Desk area.

11. Accept responsibility for the Front Desk upon arrival, verifying cash drawers, and reviewing daily log. Close out shift after reporting pertinent information in logbook, running cash report, balancing drawer to shift report and making shift deposit drop

12. Maintain constant communication with the executive housekeeper and maintenance for any change on room status and out of order rooms for an accurate rooms’ status.

13. Assist in maintaining uniform filing system for registration cards, reports and correspondence for Pinnacle Hotels and General Manager.

14. Know how to use front office equipment. Never let side work or computer problems interfere or slow down with the process of guest transactions.

15. During the check in process always acknowledge guests who are waiting in line. Handling our guests takes priority over selling tour tickets.

16. Follow posted work schedule and attend all scheduled meetings.

17. When there is one staff member working the Front Desk, lunchtime and breaks should be taken at slow times during the day.

18. Be available to work all shifts if needed. If your relief is late or does not show up, you are to stay at the property until a relief person has arrived.

19. Read appropriate manuals, books, and new information material from supervisor.

20. Responsible for the sale of hotel shop items including souvenirs, food, alcohol etc.

21. All other duties as assigned by your supervisor and as outlined in the Employee Handbook.

Physical Requirements

· Occasional heavy lifting up to 15 pounds

· Prolonged periods of standing

· Walking and using stairs (Hotel building has no elevators)

· Prolonged periods of using the computer

Job Type: Full-time

Pay: $17.50 - $18.00 per hour

Benefits:

• Employee discount
• Health insurance
• Paid time off

Schedule:

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

Work setting:

• In-person

Work Location: In person