Front Desk Agent

To act as a hotel ambassador with gracious professionalism by providing service above and beyond guests expectations.

Essential Functions

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to, understand and ask probing questions with regards to guest requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by completing the following tasks
• Inputting and retrieving information from a moderately complex computer system.
• Confirming pertinent information including number of guests, length of stay and room rate. Make appropriate selection of rooms based upon guest needs.
• Code electronic keys
• Non-verbally confirm the room number and rate.
• Provide welcome folders containing room keys, certificates, and coupons as appropriate.
• File registration cards in room number order in the bucket.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers' checks and other forms of payment. Perform accurate, moderately complex arithmetic functions using a basic calculator. Post charges to guestrooms and house accounts using the computer.
• Complete the checkout process by completing the following tasks
• Close out guest accounts
• Make sure that the accounts are being taken care in some sort of acceptable manner.
• Ascertain guest satisfaction by presenting a standard room's comment card. In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowances.
• Retrieve registration card for each guest from the bucket to be sent to accounting.
• Promptly answer the telephone within three rings using a positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and faxes for guests as requested.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.

Supportive Functions

In addition to performance of essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

• Summon bell service assistance to escort guests to their rooms as appropriate.
• Provide safety deposit boxes for guests by escorting them to the vault pulling the box form the vault and carrying it to the guest. File access slips in the appropriate in/out box.
• Operate a fax machine to send, receive and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.
• Use the photocopier to make copies of items as required.
• Performing tasks in the other two sections of the Guest Services Department.
• Performing PBX duties
• Performing Concierge duties

Other

• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
• Regular attendance in conformance with the standards, which is established by the associate handbook, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Upon employment, all employees are required to fully comply with Interstate Hotels and Resorts' rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Essential Hospitality Functions

• When dealing with internal or external guests, communicate (verbally and non-verbally) with them in a pleasant manner and gracious professionalism.
• Show competence by completing all job responsibilities effectively and efficiently.
• Take INITIATIVE; be willing to assume responsibility for exceeding guest's expectations.
• Standing, bending, stooping and lifting weights up to and including 25 lbs. may be required. The lodging business functions seven days a week, twenty-four hours a day.

Specific Job Knowledge, Skill and Ability

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions, and practice the hospitality functions, with or without reasonable accommodations, using some other combinations of skills and abilities.

• Use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand and move throughout the front office area and continuously perform essential job functions.
• Hearing and visual ability to observe and detect signs of emergency situations.

Qualification Standards

Education: High school diploma required, college experience preferred.

Experience: No prior experience required. Prior hospitality experience preferred.