What are the responsibilities and job description for the Front Desk Agent position at Holiday Inn Express and Suites?
Job Description
Weekends and holidays required
SUMMARY: The Front Desk Agent is responsible for providing quality guest services that include accurate processing of check -ins and check-out, mail, reservations, answering incoming telephone calls, handling cash, and message service while providing positive guests experiences. The Front Office Clerk must be accurate with daily accounting procedures. The essential hospitality standards must be used at all times: eye contact, smile, speak first, engage in polite conversation, use the guest surname.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: *Flexible hours a must. Must be available to work nights, weekends, and holidays *Check in and out hotel guests in a confident, professional and friendly manner *Greet customers immediately with a friendly and sincere welcome. *Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions. *Promptly and knowledgeably answer the telephone using positive and clear communication. *Input messages into the computer. *Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested. Always ensure complete and accurate information. *Process guest sales transactions and stock the market. *Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise. *Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. *Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. *Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. *Comply with attendance rules and be available to work on a regular basis. *Review arrivals noting special requests, blocking rooms as needed. *Complete all items on appropriate (AM, PM) checklist by end of shift. *Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests. *Follow established key control policy. *Ensure proper credit policies are followed. *Follow lost and found procedures for guest possessions. *Possess knowledge of immediate area, services, attractions, and events.
*Assist with Concierge services *Possess knowledge of fire and emergency procedures. *Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
*Attend department meetings.
*Actively be in touch with our sales team on leads. *Perform any other job-related duties as assigned.
EXPERIENCE, SKILLS, KNOWLEDGE: *High school diploma or equivalent required *Hotel experience preferred. *Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. *Ability to stand and move throughout front office and continuously perform essential job functions *Ability to access and accurately input information using a moderately complex computer system *Ability to observe and detect signs of emergency situations. *Ability to establish and maintain effective working relationships with associates, customers and patrons. *Command of the English language both written and verbal. *Must have excellent customer service & communication skills. *Flexible hours a must. Must be available to work nights, weekends, and holidaysJob Description
Weekends and holidays required
SUMMARY: The Front Desk Agent is responsible for providing quality guest services that include accurate processing of check -ins and check-out, mail, reservations, answering incoming telephone calls, handling cash, and message service while providing positive guests experiences. The Front Office Clerk must be accurate with daily accounting procedures. The essential hospitality standards must be used at all times: eye contact, smile, speak first, engage in polite conversation, use the guest surname.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: *Flexible hours a must. Must be available to work nights, weekends, and holidays *Check in and out hotel guests in a confident, professional and friendly manner *Greet customers immediately with a friendly and sincere welcome. *Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions. *Promptly and knowledgeably answer the telephone using positive and clear communication. *Input messages into the computer. *Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested. Always ensure complete and accurate information. *Process guest sales transactions and stock the market. *Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise. *Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. *Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. *Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. *Comply with attendance rules and be available to work on a regular basis. *Review arrivals noting special requests, blocking rooms as needed. *Complete all items on appropriate (AM, PM) checklist by end of shift. *Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests. *Follow established key control policy. *Ensure proper credit policies are followed. *Follow lost and found procedures for guest possessions. *Possess knowledge of immediate area, services, attractions, and events.
*Assist with Concierge services *Possess knowledge of fire and emergency procedures. *Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
*Attend department meetings.
*Actively be in touch with our sales team on leads. *Perform any other job-related duties as assigned.
EXPERIENCE, SKILLS, KNOWLEDGE: *High school diploma or equivalent required *Hotel experience preferred. *Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. *Ability to stand and move throughout front office and continuously perform essential job functions *Ability to access and accurately input information using a moderately complex computer system *Ability to observe and detect signs of emergency situations. *Ability to establish and maintain effective working relationships with associates, customers and patrons. *Command of the English language both written and verbal. *Must have excellent customer service & communication skills. *Flexible hours a must. Must be available to work nights, weekends, and holidays
Job Type: Full-time
Pay: $16.75 - $18.00 per hour
Work Location: In person
Salary : $17 - $18