Description

Reports To: Front Office Manager

The purpose of this job description is to communicate the responsibilities and duties associated with the position of FRONT OFFICE AGENT. While the following information should be considered a comprehensive description of this position, it should also be noted that some responsibilities and duties may not be specifically addressed.

Every person is expected to perform any reasonable task or request that is consistent with fulfilling company objectives.

It is imperative that you review these duties, skills and physical requirements closely and that you understand that by signing the Job Description Acknowledgement, you are verifying that you can perform all the duties, have the skills and possess the physical abilities that are necessary to perform the job as described.

JOB SUMMARY

• FRONT OFFICE AGENT is responsible for greeting incoming guests as well as dealing with patron problems, emergency or security problems,

WAGE/HOUR STATUS

• Non-Exempt (eligible for overtime)

DUTIES AND RESPONSIBILITIES:

• Welcome, register, and assign rooms and issue room keys or cards to the guests.
• Provide information about services available in the hotel and in the community.
• Verify customers’ credit and establish how the customer will pay for the accommodation.
• Promote and sell guest rooms.
• Review accounts of the guests who signs out.
• Receive payment for accounts.
• Balance cash accounts.
• Advise housekeeping which rooms have been vacated and are ready for cleaning.
• Keep an inventory of rooms reservations
• Respond to reservation enquiries
• Answer telephones and take messages and handle guest mail.
• Handle customer complaints or refer dissatisfied customers to a manager.
• Hotel front desk clerks may also have administrative responsibilities, like in the night shift; desk clerks may assume the duties of assistant manager, night cashier, concierge (manager of guest services) or night auditor.

Requirements

QUALIFICATIONS

Must meet all physical requirements and be able to take direction.

Equipment Requirement:

Work Hours:

Minimum of 40 hours per week. Weekly schedule may change as required. Must be able to work weekends as needed.

Equipment:

An employee in this position must be knowledgeable in basic computer skills.

PHYSICAL REQUIREMENTS

Constant need (66% to 100% of the time) to be on feet.

Have constant need (66% to 100% of the time) to perform the following physical activities:

Bend/Stoop/Squat - Perform routine cleaning; pick up debris

Climb Stairs - Showing guests rooms, access to stair wells of a 10-story building.

Push or Pull - Move light furniture, appliances, open and close doors, etc.

Reach Above Shoulder - Handle cleaning tools and equipment

Grasp/Grip/Turning - Handle cleaning tools and equipment

Finger Dexterity - Handle a keyboard, telephone, keycard machine, adding machine.

Lifting/carrying (cleaning supplies, vacuum, step stool, etc.):

50 lbs. – 75 lbs. Rare need (less than 1% of the time)

25 lbs. – 50 lbs. Occasional need (1% to 33% of the time)

1 lb. – 25 lbs. Constant need (66% to 100% of the time)

Required to handle cleaning chemicals.

VISION REQUIREMENTS

• Constant need (66% to 100% of the time) to observe areas needing attention/correction. Read cautionary labels; respond to written instructions from staff.
• Frequent need (33% to 60% of the time) to see things clearly beyond arm's reach. Observe and assist maintenance; observe problems throughout hotel.

HEARING REQUIREMENTS

• Constant need (66% to 100% of the time) to receive instructions from residential management. Written instructions should be acceptable.

SPEAKING REQUIREMENTS

• Constant need (66% to 100% of the time) to verbally communicate with staff and residents.

MENTAL/EMOTIONAL REQUIREMENTS

• Must be able to work in a fast-paced and customer service-oriented environment.
• Performs duties under pressure and meets deadlines in a timely manner.
• Works as part of a team, as well as completes assignments independently.
• Takes instructions from supervisors.
• Exercises problem-solving skills.
• Interacts with co-workers, supervisors, guests and the public in a professional and pleasant manner.

WORKING ENVIRONMENT

• Indoors (66% to 100% of the time). Occasionally outdoors (1% to 33% of the time).
• Occasional exposure (1% to 33% of time) to cleaning chemicals, paint fumes, solvents, adhesives, etc. Example: During renovations, certain maintenance projects.
• Frequent need (33% to 66% of the time) to work in awkward and confining positions.

REASONING DEVELOPMENT

Moderate. Must be able to apply principles of logical thinking to a variety of practical situations and accurately follow standardized procedures that may occasionally involve minor deviations. Needs ability to think rationally beyond a specific set of instructions.

SAFETY RESPONSIBILITIES

• Learn and comply with all company safety rules.
• Use appropriate safety equipment always.
• Immediately report all unsafe conditions to supervisors.
• Must be familiar with all safety features or equipment, machinery, or materials encompassed by job duties.
• Must check with supervisor if there is a question as to the safe procedure to be used for any job function.

Additional Requirements

Employees must fulfill the performance standards of this position and comply with policies, rules and procedures of the company, including those set out in the Employee Handbook, or otherwise communicated (verbally or in writing) to employees.

This job description is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification and addition as deemed necessary by the company. Employees are required to comply with supervisory instructions and perform other job duties, responsibilities and assignments requested by supervisors, managers or other company officials.

This job description does not constitute an employment contract between the company and any employee.

The job responsibilities of this position may include cross-training in other functions or positions to ensure satisfactory operation of the department or work area.