Overview

The Hotel Effie Front Desk Agent is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Responsibilities

• Greet and welcome all guests approaching the Front Desk by Highgate Hotel & Hotel Effie standards.
• Maintain proper operation of the PBX console including Zingle and ensure that all hotel standards are met (if applicable).
• Answer guest inquiries about hotel services, facilities, and hours of operation promptly.
• Ensure logging and delivery of packages, mail, and messages to guests and meeting rooms.
• Review and understand all emails. Familiarize yourself with all glitch guests.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages, and special promotions.
• Be familiar with all in-house groups.
• Be aware of closed-out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology.
• Knowledgeable of emergency procedures and able to assist if needed in an emergency situation.
• Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
• Always use proper two-way radio etiquette when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Be able to complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.
• Work directly with housekeeping to ensure room readiness for arrivals and completion of guest requests.
• Clock in and out for their scheduled shifts promptly and departs property until the next scheduled shift
• Have knowledge of the property and surrounding areas.

Qualifications

• Always maintain a warm and friendly demeanor.
• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Attend all hotel-required meetings and training.
• Maintain regular attendance in compliance with Highgate Hotel & Hotel Effie Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Comply with Highgate Hotel & Hotel Effie Standards and regulations to encourage safe and efficient hotel operations.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel-related areas.
• Must be able to maintain the confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.
• Flexible and long hours are sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and / or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Ability to stand during the entire shift.
• College coursework in related fields is helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer Services experience preferred.

Last updated : 2024-05-09