Front Desk Agent

ESSENTIAL FUNCTIONS

:

• Maintain professional dress and conduct at all times.
• Greet guests immediately with a friendly, sincere welcome. Maintain eye contact with guest. Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action.  Follow Brand standards including brand loyalty programs.
• Provide information about our hotel, available rooms, rates and amenities
• Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible.
• Promptly complete registration process, input and retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate. Close out guest accounts at time of check out.
• Inform customers about payment methods and verify that I.D. and payments method match
• Verify credit cards for authorization using electronic acceptance methods. Handle cash, make change, and balance assigned cash bank. Accept and record vouchers, and other forms of payment. Process payments per established procedures.
• Maintain cash bank per policy guidelines. Comply with all accounting procedures.
• Consistently adhere to uniform, grooming and appearance standards.
• Maintain effective communication with all hotel departments. Stay aware of issues relating to hotel operations. Apprise management of any concerns or suggestions
• Communicate with hotel housekeeping staff to ensure all rooms are available to check into by check-in time in addition to all departures being gone by check-out time
• Confirm group reservations and arrange personalized experiences for guests and event attendees such as wedding guests etc.
• Maintain knowledge of standards and company policies
• Understanding of how travel planning websites operate, like Booking and TripAdvisor
• Adhere to safety, security and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards. Adhere to security procedures on the handling of guest room keys, the protection of guest related information and conduct weekly inventory of guest room keys.
• Understand and operate front office telephone and computer systems.
• Promptly answer the telephone using positive, pleasant tone of voice and following the established verbiage.
• Respond to guest complaints in a timely and professional manner. Apprise management of all guest complaints/problems; including those that have been resolved.
• Must be able to work flexible work hours/schedule.
• Performs other duties and responsibilities as requested.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:

• Previous experience as a hotel Front Desk Agent preferred
• Must have excellent communication and organizational skills
• Must have the ability to understand, read, write and speak English and communicate with guests and Team Members of other departments
• Must be familiar with a computer and be able to type using a computer keyboard
• Must be familiar with operation of office equipment such as: copier, printer, facsimile machine, telephone etc.
• Ability to apply commonsense understanding to carry out instructions given
• Ability to comply in standardized situations with only occasional or no variables
• Ability to work flexible shifts
• Must have excellent customer service skills
• Must be able to work without constant supervision

PHYSICAL DEMANDS:

• While performing the duties of this job, the employee will be required to stand for long periods of time; using arms, hands and legs repetitively; handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee frequently is required to walk, climb or balance, talk and hear.
• May be required to regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
• Must be capable of effectively using close vision, distance vision, and color vision.
• Able to operate in mentally and physically stressful situations

QUALIFICATION STANDARDS:

• High school education or equivalent is required. Some college preferred.
• Preferred six (6) months related experience in hotels or customer service training
• Must be able to work in team environment