Hotel Front Desk Agent - 2nd shift

Job Purpose:

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.

Duties and Responsibilities:

• Welcome guests in a friendly, prompt, & professional manner
• Check guests in, issue room keys, provide information on hotel services & room location
• Ensure required identification is taken from guests at check-in in line, verify payment, complete registration paperwork
• 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
• Record guest preferences in the system
• Check guests out, including resolving any late or disputed charges
• Accurately process all cash and credit card transactions using established procedures
• Follow all shift checklist requirements for front office
• Communicate guest requests or issues to management that may require attention
• 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
• Routinely book guest reservations for individuals and/or groups, process cancellations, & reservation changes.
• Work as part of a team and communicate with other departments as per hotel procedures to ensure

Qualifications and Requirements:

High School diploma /Secondary qualification or equivalent. One year front desk/guest service experience strongly preferred. Some college/university preferred. Must speak fluent local language. Additional language skills preferred but not required depending on location of hotel.

This job requires ability to perform the following:

• Frequently 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 systems.
• 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.
• 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

*The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

Benefits (based on full time employment):

• Option to sign up for the Blue Cross Blue Shield health insurance plan where hotel helps to pay part of the cost after 90 day probationary period is up
• 1 week paid vacation after one full year of full-time employment
• Hotel employee discounts available for colleagues travelling (do not have to be full time for this benefit)
• Overtime pay for those individuals that are scheduled to work on the following holidays: Thanksgiving, Christmas, New Years Day, and July 4th

Job Type: Full-time

Pay: From $13.00 per hour

Benefits:

• Employee discount
• Health insurance
• Paid time off

Work Location: In person

Benefits:

Salary : $13