What are the responsibilities and job description for the Front Desk Agent position at Safety Harbor Resort & Spa?
JOB SUMMARY:
The purpose and objective of this position is to assist in the coordination and operation of the Front Office to ensure that all guests? needs are met. This position is responsible for communicating with guests who wish to use our facilities and/or stay in the hotel. The Front Desk staff is responsible for establishing a good working relationship between department heads, supervisors and employees of the Resort in order to ensure that the needs of the guests are responded to promptly and efficiently.
DUTIES & RESPONSIBILITIES:
- Responsible for greeting and assisting every guest upon their arrival and departure.
- Responsible for checking guests in and out of the hotel in an efficient and hospitable manner using approved computer systems.
- Responsible for providing courteous guest service by responding promptly and efficiently to inquiries, requests and complaints.
- Responsible for maintaining a cash bank issued to the individual employee. Ensuring that all cash drops and nightly paperwork are completed fully and promptly and that the bank level is maintained to be able to give change to guests upon request.
- Responsible for answering all incoming calls from outside and internal phone lines in a courteous manner and ensuring the caller is directed to the proper person or department.
- Responsible for answering all guest inquiries and following up with the guest to ensure a satisfactory resolution.
- Must have an enthusiastic, pleasing and helpful attitude toward each guest and fellow employees.
- Responsible for being professionally groomed in prescribed uniform including nametag, close-toe shoes and access to bank on each scheduled shift.
- Responsible to listen and respond to guest inquiries using a positive, clear speaking voice. Answer questions and offer assistance giving accurate information regarding outlet hours, other resort services, directions to local attractions or function rooms, car rentals, airline shuttle service, taxi service, etc.
- Responsible for giving out and sharing with resort guest?s pertinent information about the resort and its services and informs guests at every opportunity.
- Responsible for complying with all Safety Harbor Resort and Spa policies and procedures.
- Responsible for knowing daily event schedules and has ability to direct guests to functions.
- Responsible for keeping up to date with spa services and room packages to be able to share with guests. Also, must be able to book room rate/packages in hotel pms system.
- Responsible for reporting to the front desk on time and in full uniform for scheduled shift.
- Responsible for booking walk-in and phone in reservations using PMS system.
- Required to be visible and available to the guests at all times.
- Responsible for attending all required meetings.
- Responsible for properly keeping all logs current. This includes the Guest Call Back log, Room Move log, Food & Beverage promo log, etc. This log is located and must be kept at the front desk or PBX phone area at all times.
- Responsible for recording all wake-up calls properly. Also, giving courteous, friendly and prompt wake-up calls at all recorded times.
- Responsible for assisting guests with any special needs assistance, such as obtaining wheelchair.
- Responsible for routing all incoming faxes to proper department or guests in a timely manner.
- Responsible for assisting guests in business center.
- Responsible for issuing and returning safety deposit boxes to guests as needed.
- Responsible for making reservations, appointments and arranging for transportation for guests as needed.
- Responsible for reporting any safety concerns to appropriate manager/supervisor.
REQUIREMENTS AND QUALIFICATIONS:
- MUST HAVE PREVIOUS HOTEL EXPERIENCE.
- Must be able to work a flexible schedule, nights, weekends and holidays.
- Must have strong guest service skills.
- Must be able to read, write and communicate in the English language.
- Must be able to lift and carry a minimum of 15 lbs.
- Must be able to stand on feet for long periods.
- Must be able to work in and with groups of different cultures and backgrounds.
- Must be able to work with multiple computer systems for long periods.
- Must be a team player.
- Must be able to walk, run, bend, stoop, reach and stand.
- Must be able to work in a fast-paced environment.
- Must be able to remain calm and guest services orientated during heavy check-in and checkout periods.
- Must be able to walk length of resort continuously throughout the scheduled daily shift.
- Must be able to work on a computer for long periods of time.