Hotel Front Desk Agent (21 position)

Heritage Hills Resort is now accepting resumes for those interested in a career in Hospitality at our Hotel's Front Desk. If you're interested in learning more, please review the job description below and apply to join our organization!

FRONT DESK AGENT

BASIC PURPOSE: Check in and check out guests, and respond to inquiries and problems efficiently, courteously and professionally to achieve maximum customer satisfaction. Route incoming calls to other areas of the resort.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Handle guest registration and room assignments, accommodating special requests whenever possible
• Pre-register, block reservations and take same-day reservations and, when necessary, future reservations following hotel rate structures, discounts and sell strategies
• Handle guest check-ins/check outs per hotel credit/cash handling policies in an efficient and friendly manner
• Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, safety deposit boxes, etc.
• Cancel room reservations according to procedures
• Walk customers in a professional and courteous manner according to procedures
• Perform other duties as directed.

NON-ESSENTIAL FUNCTIONS:

• Inventory guest room keys according to policy and request re-keying as necessary.
• Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and reservationist.
• Verify registration cards against computer to ensure accuracy of name, type of payment, rate, and market segment.
• Performs special projects and other responsibilities as assigned.
• Upsell room types, add-ons and packages.

KNOWLEDGE AND SKILLS

EDUCATION: High School education or equivalent experience.

EXPERIENCE: Three (3)months to one full year of employment in a related position

SKILLS AND ABILITIES: Requires a working knowledge of the Front Desk, hotel policies or operations and a general knowledge of the hotel. Working knowledge is generally learned on the job. Requires knowledge of and ability to operate computer equipment and the reservations systems. Ability to read and speak English. Second languages are preferred.

HOURS: Generally an 8-hour shift, scheduled days and times may vary based upon need.

LIFTING/PUSHING/PULLING/CARRYING: Pulling out or pushing in a cash drawer, key drawer and safety deposit boxes.

BENDING OR KNEELING: Retrieve items from different heights including safety deposit boxes, shelves, drawers, etc.

MOBILITY: Retrieve messages and guest mail or make deliveries as needed.

CONTINUOUS STANDING: 95% of shifts in continuous standing or giving attention to customers.

HEARING: Moderate. One on one communications with guests and staff.

VISION: Moderate. Read reports, verify reservations, and work on computers.

SPEECH: Critical. One-on-One conversation and communication with guests and staff.

LITERACY: Critical. Read reports, and reservations, analyze, investigate.

CHEMICALS: General cleaning supplies for office areas, windows, and desks.

EQUIPMENT OPERATION: 35% Telephone Use, 65% computer use

The Heritage Hills Hotel is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Heritage Hills Hotel does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state, or local laws. EEOE.

Job Type: Part-time or Full-time

Pay: Starting $15.00 per hour

Pay may depend on skills and/or qualifications*

Job Types: Full-time, Part-time

Pay: From $15.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Evenings as needed
• Evening shift
• Holidays
• Monday to Friday
• Morning shift
• Night shift
• Weekends as needed

Work setting:

• In-person

People with a criminal record are encouraged to apply

Experience:

• Hotel experience: 1 year (Required)

Work Location: In person