Job Description
Job Title:
Front Desk Agent
Wage Range: Starting 16$
Hourly :AM /PM

Department:
Front Office
Reports To:
Assistant General Manager

SUMMARY:The Front Desk Agent often provides the first point of contact for guests and is responsible for creating an excellent first impression. She/He is responsible for guest registration, room assignments, cashiering and key control responsibilities. The Front Desk Agent will maintain the Hotel standards.

The Front Desk Agent shall strive to provide exceptional service to both internal and external guests at all times. She/he will be responsible for exemplifying the Brand Culture as well as promoting AVASA HOSPITALITY as both the Destination and Employer of Choice!

Essential job FUNCTIONS:
· Greets and welcomes guests upon arrival

· Registers guests into computer system, verifying registration, address and credit information

· Accepts payment for guests’ accountants both at the time of registration and check out

· Maintains accurate records of room availability

· Responsible for key control

· Contacts appropriate party, if necessary, when a guest problem is reported

· Answers incoming guests calls and transfers appropriately

· Provides general hotel information for guests. One must have a general knowledge of the City of Elk Grove Village and surrounding areas.

· Offers warm and sincere welcome/farewell for all guests of Holiday Inn Elk Grove including use of guest name & good eye contact with each guest

· Resolves guest problems and is empowered to act in absence of manager

· Follows proper check-in procedures

· Completes appropriate front office reports

• Distributes mail, faxes, messages or packages to registered guests or hotel personnel

· Arranges bell service for guests

• Must be able to cross train and be able to work as a concierge during times of need

· Performs PBX and Concierge duties as necessary

· Maintains records for all VIPs, special requests, etc.

• Performing courtesy call backs to guests inquiring into their stay and room appearance

· Maintains an up to date working knowledge of all resort amenities as well as any special events

· Interacts with resort staff in a professional manner, assisting other departments with necessary information

· Up sells other hotel services and amenities to guests

· Always maintains a professional demeanor and attitude

· Communicates all pertinent information to the Front Office team

· Follows set procedures on posting, charges, cashing checks, safe deposits and refunds

· Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Reports all safety incidents to on-duty supervisor.

· Acts with responsibility towards all company property, supplies and equipment.

• Must help keep front desk and all employee areas clean
• Attend all monthly and required resort meetings

· Maintains a professional appearance. Follows all Avasa Hospitality dress code standards.

· Remains alert, courteous and helpful to the guests and colleagues at all times.

Associate is held accountable for all duties of this job and other duties as assigned.

Experience & Education:
· High school diploma or equivalent

· Prior hospitality experience preferred

· At least one year customer service experience preferred

Job REQUIRMENTS:

· Must be a United States citizen or possess a valid work permit

· Must have excellent phone etiquette

· Must be able to read, write and speak English

· Must have strong computer skills

· Must have strong working knowledge of Microsoft Office programs

· Must be able to work well under pressure

· Must be able to accurately follow instructions, both verbally and written

· Must be highly detailed orientated

· Must be able to work in a fast paced environment

· Must have excellent listening skills

· Must possesses excellent communication skills

· Must be professional in appearance and demeanor

· Must always ensure a teamwork environment

· Ability to work a flexible schedule that may include evenings, weekends and holidays

· Must have the ability to deal effectively and interact well with the guests and associates

· Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner

· Must have a passion for creating an exceptional experience for all guests

Working CONDITIONS:

• Must be able to stand on feet throughout the shift, with intermittent periods of walking
• Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance
• Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.
• Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis
• While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, heat)
• Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, heat).

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

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow other instructions and perform other work-related duties requested by his or her supervisor.

_____________________________ _____________________________ ____________

Employee Signature Name (printed) Date

_______________________________ _____________________________ _____________

Manager Signature Name (printed) Date

_______________________________ _____________________________ _____________

Human Resources Signature Name (printed) Date

AVASA HOSPITALITY is an Equal Opportunity Employer (EOE) and is committed to providing equal opportunities regardless of age, race, religion, color, national origin, citizenship, sex, veteran’s status, disability, or any other legally protected status.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Ability to commute/relocate:

• Elk Grove Village, IL: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Required)

Work Location: In person