What are the responsibilities and job description for the Front Desk Agent position at The Portland Regency Hotel & Spa?
The Portland Regency Hotel & Spa is looking for a Full-Time Front Desk Agent to join our team! We are a beautiful Historic Hotel of America located in the heart of Portland's Old Port District.
Full-Time benefits include: Medical, Dental, Life, and Short-Term Disability insurances, Holidays, and PTO. Part-Time benefits include sick time. All employees receive: HHA Discounts, Fitness Center use, Uniform, Parking and Employee Meal. 401k plan with a match after one year.
Hours vary weekly; shifts are 7am-3pm, 3-11pm, 11am-7pm, or 11pm-7am, including weekends and holidays.
Summary: It is the responsibility of the Front Desk Agent to assist Hotel guest needs in a timely, professional, and reasonable manner. A guest’s needs can be far-ranging, and an Agent must use his/her discretion in making decisions to help guests. This position requires professional judgment and initiative when assisting guests with their needs. Hotel guests generally have several needs and requests, and the Agent should try their best to adhere to the guest’s requests, within reason. The Front Desk is the guest’s source of information to the hotel and to the city.
Essential Duties and Responsibilities: include the following. Other duties may be assigned.
This job has no supervisory responsibilities.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must have excellent attention to detail and be able to multitask.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs.
Certificates, Licenses, Registrations
None needed for this position.
Other Skills And Abilities
Computer skills and PBX skills. Property management system = Opera
Education and/or Experience
High school diploma or general education degree (GED); or three to six months related experience and/or training; or equivalent combination of education and experience.
Language Skills
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the essential duties of this job, the employee is regularly required to stand up to 8 hours; use hands to finger, feel, and handle; reach with hands and arms; and talk or hear. The employee is occasionally required to walk or sit. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust and focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Safety:
To abide by the safety requirements of the Portland Regency Hotel & Spa and this department, as outlined in your safety manual, and report all accidents to a supervisor immediately.
Full-Time benefits include: Medical, Dental, Life, and Short-Term Disability insurances, Holidays, and PTO. Part-Time benefits include sick time. All employees receive: HHA Discounts, Fitness Center use, Uniform, Parking and Employee Meal. 401k plan with a match after one year.
Hours vary weekly; shifts are 7am-3pm, 3-11pm, 11am-7pm, or 11pm-7am, including weekends and holidays.
Summary: It is the responsibility of the Front Desk Agent to assist Hotel guest needs in a timely, professional, and reasonable manner. A guest’s needs can be far-ranging, and an Agent must use his/her discretion in making decisions to help guests. This position requires professional judgment and initiative when assisting guests with their needs. Hotel guests generally have several needs and requests, and the Agent should try their best to adhere to the guest’s requests, within reason. The Front Desk is the guest’s source of information to the hotel and to the city.
Essential Duties and Responsibilities: include the following. Other duties may be assigned.
- To check work schedule each week and report for all scheduled shifts on time and in complete uniform and with a name tag on.
- To punch in the correct department on the time clock no more than 5 minutes before the shift and punch out directly after the shift ends.
- To act in a professional manner at all times.
- Greet and welcome guests and visitors.
- Responsible for cash drawer in the specified amount to be counted at the beginning and end of each shift.
- All folios must be closed out properly, correct drop procedures followed, and all cash procedures as listed in the outlet training manual must be adhered to.
- Monitor public email account and respond to inquiries.
- Must have knowledge of all aspects and facilities of the hotel.
- When interacting with a dissatisfied guest, politely apologize and seek creative solutions for the guest to handle their specific needs.
- Must have knowledge of all packages, rate information, incoming groups, V.I.P’s, and other hotel activities. Responsible for the knowledge of current and expired promotions and gift certificates.
- Taking individual guest reservations, as well as block reservations. Enters reservations from GDS booking sites as needed.
- Checking guests in and out of their overnight rooms.
- Assisting guests in any reasonable manner possible to assure the happiness of said guest (dinner, reservations, directions, amenities, linen, etc.)
- Dealing with all guest requests and/or complaints professionally and knowledgeably.
- Agents are to assist guests who may have complaints. Agents will be trained by managers on how to deal with guests in specific situations, of which there is not always a set policy, because each guest is different, and each problem must be dealt with separately.
- Answering hotel Phones. Must be able to effectively answer and send calls off to appropriate extensions. All calls should be answered within three rings.
- Enters wake-up calls and coffee delivery upon request.
- Issuing keys to appropriate managers and employees. All keys must be signed out by that person when issuing and when turning in.
- Daily charge distribution, i.e., posting to folios all charges applicable to a specific room.
- To perform any other related duties assigned by any Department Manager.
- Keep the Front Desk area clean. (Ex: Empty trash, empty recycle bins, deliver dirty dishes to the kitchen)
- Assists with the training of new desk members.
- Miscellaneous downtime tasks, stocking supplies.
This job has no supervisory responsibilities.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must have excellent attention to detail and be able to multitask.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs.
Certificates, Licenses, Registrations
None needed for this position.
Other Skills And Abilities
Computer skills and PBX skills. Property management system = Opera
Education and/or Experience
High school diploma or general education degree (GED); or three to six months related experience and/or training; or equivalent combination of education and experience.
Language Skills
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the essential duties of this job, the employee is regularly required to stand up to 8 hours; use hands to finger, feel, and handle; reach with hands and arms; and talk or hear. The employee is occasionally required to walk or sit. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust and focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Safety:
To abide by the safety requirements of the Portland Regency Hotel & Spa and this department, as outlined in your safety manual, and report all accidents to a supervisor immediately.
Salary : $18