Overnight Front Desk Agent Pt

Summary: The main purpose of the Overnight Front Desk Agent is to oversee the appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner.

Essential Functions:

• Responsible for completion of shift checklist.
• Utilize Hotel’s Opera system to assist guest with seamless check in and out of hotel.
• Responsible for training new night audit employees.
• Ensures the proper quality of hotel service and products at night while providing the logistical and physical support as needed to all departments.
• Reports and or resolves all observed hotel property deficiencies and safety hazards
• Provides guest with service in regards to guest requests such as: delivery of Room Service orders, blankets, pillows and all other guest related services.
• Be familiar with all technical equipment as related to the Front Desk.
• Use the guest names whenever possible for best impressions. Greet and welcome guest, introduce self at the first opportunity. (10 – 5 Rule)
• Upon departure ask the guest “How was their stay?” always thank them for choosing us and invite them to return soon again.
• Be familiar with guest scenarios and how to WOW the guest.
• Be able to/offer to assist guests with future room reservations.
• Know the ZIP Loyalty Program.
• Know where the VIP Book is kept.
• To be familiar with all hotel facilities for Dallas and Houston properties.
• To be familiar with the inter-relationship between the different departments.
• Adhere to grooming guidelines, wear Z-pin, proper uniform standards. Ensure the staff is also adhering to the guidelines.

Tools and Equipment:

1. Computer and printer, telephone, pen/pencil, photo-copying machine, facsimile machine

Working Environment:

1. Interior and on occasion exterior of hotel with exposure to weather conditions.

Physical Demands:

• Stand;
• Walk;
• Use hands to handle, or feel;
• Reach with hands and arms;
• Climb or balance; stoop, kneel, crouch, or crawl;
• Talk or hear and taste or smell;
• Sitting; minimal
• The employee must regularly lift and/or move up to 25 pounds; ability to push and pull objects
• Specific vision abilities required by this job to see, read, write, and use a computer
• Must be able to communicate with guests in English.

Requirements:

No Job Description for a position can possibly include all duties, which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager.