Job Class : Non-Exempt Reports / To : Front Office Manager

POSITION SUMMARY :

The Front Desk Agent is responsible is responsible for assisting guests with check-in / out procedures in accordance with Company standards for quality, cleanliness, guest satisfaction, and safety and security.

Responsibilities also include booking reservations, issuing keys and processing payments, providing information and additional services to guests as needed, and acting as a concierge.

Works to ensure maximum guest satisfaction at all times.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES : NOTE : Legacy Development & Management may unilaterally may change the requirements of this job description at any time.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. These include, but are not limited to, the following :

• Register arriving guests and assign rooms and provide checkout services when guests are leaving
• Upsell rooms, restaurants, and other hotel amenities.
• Maintain knowledge of : all hotel features / services and hours of operation; all room types, numbers, layout, décor, appointments, and locations;
• all room rates, special packages, and promotions; daily house counts and expected arrivals / departures; room availability status;

scheduled in-house group activities, locations, and times.

• When not checking in guests, remains present at the reception area door to assist guests.
• Maintains lobby appearance including rearranging furniture when needed, fluffing pillows, etc.
• Communicates with supervisor(s) regarding special request and accommodations whenever possible.
• Assists in preregistration and blocking of rooms for reservations.
• Maintain room status inventory, understands room status and room status tracking.
• Process guest registrations, including the computation and collection of payment in accordance with Company policies and procedures.
• Respond to guest inquiries regarding hotel services, directions, etc.
• Assist guests with dinner reservations, tickets to shows and attractions, etc.
• Learn your guests' names and address them by name whenever possible. This will make Legacy Development & Management a special place for them.
• Builds rapport with our guests while providing service in order to better understand our guests and their needs.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day-use rooms.
• Possesses a working knowledge of the reservations procedures. Takes same-day reservations and future reservations when necessary.

Knows cancellation procedures.

• Report and store lost-and-found items in accordance with hotel procedures.
• Ensures that the Mercado is properly stocked and sells items as requested.
• Ensure that the business center is always properly stocked.
• Send and receive telephone calls and facsimiles; communicates messages.
• Assist with Bell / Valet attendant duties when needed, i.e., park guest vehicles and assist with luggage.
• All other duties as assigned.

REQUIRED QUALIFICATIONS (INCLUDES EDUCATION, SKILLS, AND EXPERIENCE) : The requirements listed below are representative of the knowledge, skill, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School Diploma / GED
• Requires a minimum of two (2) years customer service experience.
• Requires the ability to drive automatic transmission vehicles to assist valet when needed.
• Must be Alcohol Certified in the state of New Mexico or be able to pass Responsible Service of Alcohol Test within 30 days of hire.
• Must be proficient in the use of common Windows-based programs, including Microsoft Word, Excel, and Outlook.
• Must be able to operate basic office machines, i.e., copier, fax, printer, etc.
• Must display very good organization and time management skills.
• Must have excellent communication and interpersonal skills with the ability to interact with many types of personalities.
• Must have sound judgment and discretional skills and be able to work with little supervision.
• Must be able to consistently work under pressure and simultaneously prioritize multiple projects.
• Willingness to maintain the highest level of confidentiality regarding guests and staff.
• Must be able to speak, read, write, and understand English.
• Must possess a valid New Mexico driver's license, vehicle insurance, good driving record, and reliable vehicle.

PREFERRED QUALIFICATIONS :

• Experience with the Opera software program
• One (1) year of experience as a hotel front desk agent
• The ability to drive a standard transmission vehicle

NEEDED ATTRIBUTES :

• Demonstrates consistency in values, principles, and work ethic
• Dependable, self-motivated, punctual, positive, and efficient in handling work assignments
• Must have an open mind and willingness to learn new processes, concepts, and ways of approaching guests and coworkers.
• Able to work with a diverse group of people
• Strong team player, friendly, patient, self-motivated
• Professional appearance and manner

WORKING CONDITIONS AND PHYSICAL EFFORT : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to stand, walk and talk or listen.
• The employee is frequently required to stand; walk; jog, reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• This position requires frequent manual dexterity in combination with eye / hand coordination such as handling of equipment.
• Will have repetitive hand motions and prolonged periods of standing.
• Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
• The employee must occasionally lift and carry up to 60 pounds. Must be able to push up to 100lbs of force occasionally.
• Ability to stand during entire shift, and / or alternate between sitting, standing, and walking for entire shift.
• The noise level in the work environment is usually medium to high.
• Must be able to occasionally drive during shift.

Last updated : 2024-05-09