What are the responsibilities and job description for the Front Desk Agent position at Callicoon Hills?
SUMMARY OF ROLE:
As the Front Desk Agent you will be expected to provide warm, knowledgeable service and helpful guidance reassuring guests they’ve made the right choice to stay with us. To deliver a great guest experience – a Front Desk Agent will check in and out guests efficiently and make sure they have all they need for a great stay by delivering exceptional customer service.
ESSENTIAL DUTIES & RESPONSIBILITIES include but are not limited to:
- Welcome guests in a friendly, prompt and professional manner recognizing new and returning guests
- Check guests in, issue room keys, provide information on hotel services and amenities, and information on surrounding area and events
- Ensure required identification and payment information is taken from guests at check-in
- Answer phones in a prompt and courteous manner
- Up-sell rooms where possible to maximize hotel revenue
- Answer, record and process all guest calls, messages, requests, questions or concerns
- Receive and ensure delivery of all guest mail/packages/deliveries
- Record guest preferences in the system
- Check guests out, including resolving any late or disputed charges
- Accurately process all credit card transactions using established accounting procedures
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
- Take action to solve guest problems/complaints using appropriate service recovery guidelines
- Communicate status of all rooms to department heads via prescribed reporting procedures
- Always follow established hotel safety protocols and procedures. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty
- May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes
- Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
- Maintain daily logs as instructed by management
- Perform other duties as assigned including concierge services, special guest requests, etc.
- Perform other duties as assigned by management
KNOWLEDGE, SKILLS & ABILITIES
- Accuracy and speed for executing assigned tasks and job responsibilities
- Strong communication skills are used frequently when interacting with other staff and guests
- Reading and writing abilities are used to document or record all tasks completed, to receive instructions for the day or to read policies and procedures
- Ability to exercise good judgment and self-control
- Ability to prioritize responsibilities and be self-sufficient in slow periods
- Must demonstrate enthusiasm, trustworthiness, personal integrity and honesty
- Must be detailed oriented and have the ability to multi-task and meet job responsibilities in a fast-paced environment
- Demonstrated ability to operate safely in the workplace
- Ability to work a variety of days, including nights, weekends and holidays
- Basic computer skills to operate various property management and reservation systems (Mews, Expedia, etc.)
- Basic math skills
QUALIFICATIONS
- High school diploma or equivalent is preferred
- Experience in front desk services is preferred
- Ability to read, write, speak and understand English
PHYSICAL REQUIREMENTS include but are not limited to:
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.
- Frequent standing , particularly for sustained periods of time at the front desk
- Able to hear and speak to employees and guests in person and/or by phone
- Able to bend, stoop, climb, stretch to reach, push, sit, kneel and twist
- Able to use hands and fingers to operate computers, phones and other office equipment
- Ability to work in a constant state of alertness and safe manner
Pay: $17.00 - $20.00 per hour
Work Location: In person
Salary : $17 - $20