OVERVIEW: The Front Desk Agent is responsible for attending to the needs of guests, especially during check-in and check-out. The essential job functions are listed below, but may include duties which are outside of these job functions which are required to meet the need of the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Providing information to guests about hotel policies, services and amenities.
• Responding to requests from guests for assistance and information about the local area (e.g. directions, places to eat, etc.).
• Selling rooms to “walk-in” customers.
• Entering/changing reservation information on the computer system.
• Posting charges to guest accounts.
• Processing payments from guests.
• Making necessary corrections to guest accounts.
• Informing housekeeping department about room status/availability.
• Listening for and responding to guest complaints.
• Operating hotel PBX.
• Cleaning the front desk area.
• Maintaining daily logs.
• Balancing shift work and cash drawers.
• Maintain a friendly, positive attitude with guests and employees.
• Attends department meetings.
• Participate in hotel training, as requested.
• Respond to all inquiries within 24 hours.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

COMPETENCIES - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Interpersonal

• Manages difficult or emotional customer situations.
• Solicits customer feedback to improve service.
• Keeps emotions under control.
• Listens and gets clarification.
• Exhibits objectivity and openness to others' views.
• Gives and welcomes feedback.

Organization

• Shows respect and sensitivity for cultural differences.
• Promotes a harassment-free environment.
• Follows policies and procedures.
• Completes administrative tasks correctly and on time.
• Supports organization's goals and values.

Language, Math and Reasoning

• Ability to read, analyze and interpret documents such as safety rules, operating and maintenance instructions and procedural manuals. Ability to write reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.

EDUCATION, EXPERIENCE, and TRAINING:

• High school diploma or general education degree (GED); and one to three months related experience and/or training; or equivalent combination of education and experience.

CERTIFICATES, LICENSES, REGISTRATIONS:

• There are no specific requirements for this position.

COMPUTER SKILLS:

• Basic typing and word processing skills

PHYSICAL DEMANDS - 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.

• The employee must occasionally lift and /or move up to 30 pounds.
• While performing the duties of this job, the employees is regularly required to walk, stand for long periods of time, talk or hear, and taste and smell.

VISION REQUIREMENTS

• Close vision (clear vision at 20 inches or less)
• Distance Vision (clear vision at 20 feet of more)
• Color vision (ability to identify and distinguish colors)
• Peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point).
• Depth perception (three dimensional vision, ability to judge distances and spatial relationships).
• Ability to adjust focus (ability to adjust the eye to bring an object into sharp focus).

WORK ENVIRONMENT - The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• This position works in an environment with moderate noise level. (Examples: business office with computers and printers, light traffic.)

Note: Nothing in this job specification restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Critical features of this job are described under various headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. The above statements are strictly intended to describe the general nature and level of the work being performed. They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of employees in this position.

Job Types: Full-time, Part-time

Pay: $13.00 - $15.00 per hour

Benefits:

• Employee discount
• Flexible schedule
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Night shift
• Overtime
• Weekends as needed

Work setting:

• In-person

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Required)
• Front Desk: 1 year (Required)

Work Location: In person