What are the responsibilities and job description for the Front Desk Agent I position at Grand America Hotels & Resorts?
Employee Benefits and Perk Package:
- Cross training and Advancement opportunities
- Medical, Dental, & Vision Insurance coverage (full time only)
- Health & Flexible Savings Accounts (full time only)
- 401K with 6% match
- Life Insurance (full time only)
- Long term Disability (full time only)
- Accident Insurance, Hospital Indemnity Insurance, and Critical Insurance (full time only)
- Generous paid time off, up to 128 hours after 90 days (full time only)
- Employee Discounts on merchandise, meals, fuel, rooms, & golf course
- Exclusive employee discounts through Perkspot
- Tuition Reimbursement Program (full time only); Up to 75% reimbursement for approved majors
- Employee Assistance Program through Headspace
TITLE: Front Desk Agent I
DEPARTMENT: Rooms
REPORTS TO: Front Desk Manager
PAY: Non-exempt; Hourly; $14/hr plus commission
Sign-on Bonus: $500 paid after completing 60 days full time and if attendance expectations are met.
The Front Office Agent is to provide friendly, efficient registration and information to all guests, fellow employees, and visitors. Often a guest's first impression of a property is the result of the Front Desk Agent's skills and abilities. The position is challenging, varied and offers the opportunity to work flexible hours and meet many new people.
Due to the 24/7 nature of our business, must be available to work any shift, including weekends or holidays, at Manager’s request.
Physical Demands:
Work involves exerting up to 20 pounds of force occasionally or up to 10 pounds of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. This position requires standing for up to six hours at a time.
Job Responsibilities:
- Welcome, check-in/check out and direct guests at arrival.
- Review all arrivals.
- Assist with guest concerns, requests, inquires, and reservations.
- Complete shift check list and necessary reports timely.
- Monitor guests accounts and room inventory.
- Always anticipate guest requests and offer options to meet and exceed their expectations.
- Maintain a professional image in appearance, attire, and conduct at all times.
- Adhere to hotel and departmental policies and procedures.
- Answer all phone calls within three rings. Return email and phone messages the same day.
- Communicate all information that is pertinent and necessary to the department head both verbally and in writing.
- Proficient in Microsoft Outlook, Microsoft Word and other computer programs. Excellent knowledge of Opera account management system, while utilizing Opera as an account/organizational tool; have a working knowledge of local and regional competition.
- Conduct all sales related interactions with the highest level of professionalism while maintaining specified GAHR standards.
General Responsibilities:
- Attends departmental meetings.
- Implement process improvements and best practices.
- Adheres to appropriate standards of conduct, dress, hygiene, and appearance.
- Strictly adheres to the hotel's policy on Confidentiality and Ethics.
- To carry out any additional tasks and projects as requested by the Front Office Manager.
Competencies & Skills
Essential:
- Accountability
- Ethics/Integrity
- Winning Attitude
- Superior Customer Service and Communication Skills
Desirable/Preferable:
- Embraces Change
- Strategic Thinker
- Learning and Continuous Development
- Teamwork/Team Player
Personality Traits
Essential:
- Confident
- Self-Motivated
- Good Organizational skills
- Outgoing & friendly
Desirable/Preferable:
- Creative
- Sense of Humor
- Energetic
Knowledge & Language
Essential:
- Strong communications (telephone and in person).
- Intermediate to advanced computer proficiency
- Basic knowledge of hotel operations
Desirable/Preferable:
- Basic working knowledge of OPERA /PMS systems
- Additional languages
Education & Experience
- High School Diploma or equivalent
- Prior cash handling experience preferred
- Prior hospitality/customer service experience preferred