Job Summary
Front Desk Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guests account upon completion of their stay. Primary responsibilities include: registering guests, making and modifying reservations, hotel operator, and concierge duties. Providing attentive, courteous, and efficient service to all guests before arrival and throughout their stay, maximizing room revenue and occupancy.
Education & Experience
High School diploma or equivalent required; College coursework in related field helpful.
Experience in a hotel or a related field preferred.
Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
Demonstrate the ability to multi-task, be detail-oriented, and be able to problem-solve in order to effectively deal with internal and external customer
Must be able to convey information and ideas clearly.
Must be able to evaluate and select among alternative courses of action quickly and accurately.
Must work well in stressful, high-pressure situation
Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
Must be able to work with and understand financial information and data, and basic arithmetic functions.
Ability to perform numerical operations using basic counting, adding, subtracting, multiplying, and dividing
Ability to read, comprehend and write simple instructions and/or short correspondence and memos
Ability to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information, and deal with abstract variables for unique or unfamiliar situations
An operational knowledge of Microsoft Office suite
Must be willing and have the ability to work a varied schedule that may include evenings, nights, weekends, and holidays
Holds an understanding of hotel products and guest services (i.e. lifestyle, full service, resort, etc)
Ability to participate in the creation of an enjoyable work environment.
Job Duties & Functions
Approach all encounters with guests and associates in a friendly, service-oriented manner.
Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).
Maintain regular attendance in compliance with the Company's standards, as required by scheduling which will vary according to the needs of the hotel.
Comply at all times with the Company's policies, standards, and regulations to encourage safe and efficient hotel operations.
Greet and welcome all guests approaching the Front Desk in accordance with the Company's standards; maintain a friendly and warm demeanor at all times.
Maintain proper operation of the telephone switchboard and ensure that all Company's performance standards are met.
Handle requests for information, mail, and messages in an efficient and courteous manner.
Answer guest inquiries about hotel service, facilities, and hours of operation
Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
Establish and maintain good communication and teamwork with fellow associates and other departments within the hotel.
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 all Company policies, house rules, and hospitality terminology.
Have knowledge of and assist in emergency procedures as required.
Handle check-ins and check-outs in a friendly, efficient, and courteous manner.
Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
Ensure logging and delivery of packages, mail, and messages as needed to guests and meeting rooms.
• Use proper two-way radio etiquette at all times when communicating with other associates.
As needed, deliver guest items such as luggage, newspapers, messages, packages, amenities, or other items requested by guests or team members
Maintain an up-to-date working knowledge of all property amenities, special events, local area attractions, and things to do around the hotel.
Perform other duties as assigned, which may include, but are not limited to the following: helping coworkers in other areas of the hotel, maintaining a clean and organized work area, and overall cleanliness and safety throughout the hotel and grounds.