Front Desk/Guest Service Agent

Front Desk/Guest Service Agent

Accommodates guests of the hotel by performing the following duties.

Greets, registers, and assigns rooms to guests

Handles confidential information, including guest records, with a high degree of integrity

Promptly and effectively deals with guest requests and complaints

Answers and routes calls as appropriate; takes guest messages with accuracy

Responsible for cash drawer contents and transactions during shift

Maintains accurate records including cash flows, registration cards, reservation cards, and property walks

Answers inquiries pertaining to hotel services; registration of guests; and travel directions

Assists with sales and marketing efforts as directed by the General Manager

Offers and properly handles requests for wake-up calls

Records pertinent guest information in the pass on log

May assist in replenishing continental breakfast as needed and keeps area clean

Makes sure front desk, lobby and common areas are clean and organized

Performs laundry functions as directed

All other duties as assigned

To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner;

Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance;

Team Work - Contributes to building a positive team spirit.

Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.

Organizational Support - Follows policies and procedures including but not limited to, dress code policies

Adaptability - Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time.

Dependability - Follows instructions, responds to management direction; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Asks for and offers help when needed.

Planning/Organizing Prioritizes and plans work activities; Uses time efficiently.

Professionalism - Treats others with respect and consideration regardless of their status or position.

Quality - Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner.

Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Less than high school diploma; or 1-3 months related experience and/or training; or equivalent combination of education and experience.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Ability to add, subtract, multiply, and divide in all units of measure.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Some computer skills needed.

No certifications needed

This job has no supervisory responsibilities.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to wet or humid conditions (non-weather); work near moving mechanical parts; work in high, precarious places and fumes or airborne particles. The employee is occasionally exposed to toxic or caustic chemicals; outdoor weather conditions and risk of electrical shock.

The noise level in the work environment is usually moderate.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk or hear; to stand; use hands to finger, handle, or feel and reach with hands and arms. The employee is frequently required to walk; climb or balance; stoop, kneel, crouch, or crawl. The employee is occasionally required to sit and taste or smell. Specific vision abilities required by this job include Close vision, Distance vision, and ability to distinguish colors.

The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.