Front Desk Agent

EVEN HOTEL & CONVENTION CENTER

JOB DESCRIPTION – FRONT DESK AGENT

REPORTS TO:

Front Office Manager

REQUIRED TRAINING/ EDUCATION/EXPERIENCE:

High school diploma, GED, or equivalent work experience

MINIMUM QUALIFICATIONS:

One year front desk/guest service experience strongly preferred. Proficiency in Opera/Fidelio is preferred but not essential. Some college/university preferred. Must speak fluent English. Additional language skills preferred but not required.

JOB SUMMARY:

The Front Desk is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure 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.

ESSENTIAL DUTIES:

• Welcome guests in a friendly, prompt and professional manner recognizing IHG rewards Club Members and also returning guests
• Check guests in, issue room keys, provide information on hotel services and room location
• Ensure required identification is taken from guests at check-in in line with local legislative requirements
• Answer phones in a prompt and courteous manner
• Up-sell rooms where possible to maximize hotel revenue
• Check guests out, including resolving any late or disputed charges
• Accurately process all cash and credit card transactions using established 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
• Follow established hotel safety protocols and procedures at all times. 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.
• Perform other duties as assigned.

PHYSICAL REQUIREMENTS:

• 6-8 hours of shift is standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds/23 kilograms
• Handling objects, products and computer equipment
• Basic computer skills to operate various property management and reservations systems, etc.

MENTAL/REASONING REQUIREMENTS:

• Must be able to effectively utilize a computer or tablet with the required hotel software.
• Must be able to accurately count and balance currency, checks, credit card transactions and all adjustments. Must have basic math skills.
• Must be able to effectively multi-task and frequently prioritize Hotel requests/work load.
• Must be comfortable resolving and recovering from guest issues
• Must be able to communicate effectively with all Hotel departments
• Must be able to maintain composure in high stress situations

OTHER REQUIREMENTS:

• Being passionate about people and service
• Strong communication skills essential when interacting with guests and employees
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/information updates, etc.
• Basic math skills are used frequently when handling cash or credit
• Problem solving, reasoning, motivating and training abilities are often used
• Have the ability to work a flexible schedule including nights, weekends and/or holidays

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Harp Management is an equal employment opportunity employer, offering equal employment opportunities to all individuals regardless of race, color, religion, sex, age, national origin, disability status, sexual orientation, protected veteran status, marital status and any other characteristic protected by law.

Job Type: Part-time

Pay: $15.00 - $18.00 per hour

Benefits:

• Employee discount
• Paid time off

Ability to Commute:

• Tinley Park, IL 60477 (Required)

Work Location: In person

Salary : $15 - $18