What are the responsibilities and job description for the Front Desk Agent position at The Mark Hotel?
- Must have an upbeat, warm and positive attitude.
- Embody a passion for delivering impeccable service to all guests.
- Desirous of learning and growing professionally.
- Perform quality work within deadlines with or without direct supervision
- Interact professionally with other employees, customers and suppliers.
- Work effectively as a team contributor on all assignments.
- Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
Position Purpose:
As Guest Services Agent, you will provide top quality hospitality services for guests that contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Guest Services Agent contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
Responsibilities/Duties/Functions/Tasks
- Achieve positive outcomes from Guest queries in a timely and efficient manner
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
- Speak to guests and co-workers using clear, appropriate and professional language.
- Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments
- Demonstrate a high level of customer service at all times
- Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
- Assist other departments, as necessary
- Assist guests regarding hotel facilities in an informative and helpful way
- Other duties as assigned
Qualifications
- Must be flexible, reliable and committed- Attendance for scheduled shifts is crucial
- An eye for details and willingness to follow directions are important
- Ability to work as part of a team
- Delivering great customer service and troubleshooting
- Weekend availability is required
Special Position Requirements
- Standing long hours.
Preferences
- Languages are a plus
- Previous Hotel experience
Work Requirements
(Work requirements for mental, physical or other important issues which relate to the job)
Source: The Mark Hotel