GUEST SERVICE AGENT/FRONT DESK

Supervisor: GENERAL MANAGER Department: FRONT DESK

Location: THM PROPERTY FLSA Status: NON-EXEMPT

SUMMARY

Accommodates guests of the hotel by performing the following duties

QUALIFICATIONS

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

ESSENTIAL JOB FUNCTIONS

• Greets, registers, and assigns rooms to guests

• Handles confidential information, including guest records, with a high degree of integrity

• Promptly and effectively deals with guest requests and complaints

• Answers and routes calls as appropriate; takes guest messages with accuracy

• Responsible for cash drawer contents and transactions during shift

• Maintains accurate records including cash flows, registration card, reservation cards, and property walks

• Assists with sales and marketing efforts as directed by the General Manager

• Offers and properly handles requests for wake-up calls

• Records pertinent guest information in the pass-on log

• Replenishes continental breakfast as needed and keeps area clean

• Ensures common area/lobby is clean

• Performs laundry functions as directed

• All other duties as assigned

COMPETENCY

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving – Identifies and resolves problems in a timely manner

• Customer Service – Responds promptly to customer need; Responds to requests for service and assistance

• Team Work – Contributes to building a positive team spirit

• Diversity – Shows respect and sensitivity for cultural differences; Promotes a harassment free environment

• Organizational Support – Follows policies and procedures including but not limited to, dress code policies

• Adaptability – Able to deal with frequent change, delays, or unexpected events

• Attendance/Punctuality – Is consistently at work and on time

• Dependability – Follows instructions, responds to management direction; completes tasks on time or notifies appropriate person with alternative plan

• Initiative – Asks for and offers help when needed

• Planning/Organizing – Prioritizes and plans work activities; uses time efficiently

• Professionalism – Treats others with respect and consideration regardless of their status or position

• Quality – Demonstrates accuracy and thoroughness; applies feedback to improve performance; Monitors own work to ensure quality

• Quantity – Meets productivity standards; Completes work in timely manner

• Safety & Security – Observes safety and security procedure; Reports potentially unsafe conditions; Uses equipment and materials properly

EDUCATION/EXPERIENCE

Less than a high school diploma; or up to one month related experience or training; or equivalent combination of education and experience

Job Type: Full-time

Pay: $15.50 - $17.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Night shift
• Overnight shift
• Weekends as needed

Work setting:

• In-person

Work Location: In person