Front Desk Agent

Job Summary

The Company operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting and ending times, and hours worked in a week.

Wurzak Hotel Group is looking to add an upbeat Front Desk Agent to their team at their HOME2 Suites Philadelphia Convention Center located at 1200 Arch Street across from the Reading Terminal Market, steps away from the Philadelphia Convention Center to manage all aspects of hotel guest’s accommodation. The Front Desk Agent greets guests, processes check-ins and check-outs, issues room keys, answers questions, and resolves guest requests in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations. Processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures. Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management. Reports any deviations from policies, procedures, brand standards and regulations to management.

Complies with all guest service basics such as uniforms, name tags and proper guest greeting. Knowledgeable on hotel facilities and services to assist guests as appropriate. Ensures all communication containing Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations. Impresses guests with quality and timely service in a pleasant and friendly manner.

Essential Functions

• Process guest check-ins and room assignments following the hotel’s rate structures, discounts and sell/upsell strategies. Accommodate special requests when possible.
• Process check-in/check-out and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures.
• Answer inquiries about hotel services, in-house events, directions, local attractions, etc. Assist guests with check cashing, safety boxes, additional guest room keys, transportation, etc.
• If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands.
• Pre-register, block reservations and, as appropriate, take same day and future reservations. Cancel room reservations according to policies and procedures.
• Ensure release of any Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations.
• On time and at work when scheduled and in proper uniform.
• Perform special projects and other responsibilities as assigned.
• Participate in task forces and committees as requested.
• Consistent professional and positive attitude and actions when communicating with guests and associates.
• Ensure maintenance problems are promptly reported through proper channels.
• Comply with all company policies and procedures.
• Practice safe work habits and comply with sanitary, safety, security and emergency procedures.
• Write shift reports including reports on any incidents of theft, accidents or injuries when assigned.
• Check with manager/supervisor before leaving work area for any reason.
• On time and at work when scheduled, and in proper uniform.
• Attend department meetings as scheduled.
• Respond to guest requests, concerns and problems to ensure guest satisfaction.
• Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken.
• Any other tasks/duties as requested by management.
  
  
  

Qualifications

The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below.

education and experience.

• High school education or equivalent experience.
• One to two years of customer contact experience.
• Guest service, basic accounting, and familiarity with hospitality industry practices preferred.
  
  
  

Skills And Abilities

• Ability to understand and provide friendly guest service.
• Ability to correctly process check-ins and check-outs, answers questions, and resolves guest requests in compliance with policies and procedures, brand standards, and federal, state and local regulations.
• Ability to processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures.
• Ability to compile facts/figures in a timely manner, identify and investigate issues, and resolve basic matters.
• Ability to follow an appropriate course of action based on policies and procedures.
• Ability to operate a computer, calculator, phone and other office equipment.
• Attention to details with good organizational and efficient time management skills.
• Consistently professional attitude and behavior with effective listening and communication skills.
• Ability to work in a fast-paced environment, sometimes under pressure, while remaining flexible and efficient and simultaneously handling competing and changing priorities.
• Ability to satisfy the legal requirements for employment within the jurisdiction.
• Knowledge of hotel reservations PEP software preferred.
  
  
  

Working Conditions & Physical Effort

Work is normally performed in an interior hotel environment. While performing job duties, the associate speaks, listens, completes documents, processes request and operates office equipment such as a telephone, calculator, computer, copier and fax. Physical requirements include extended periods of standing and/or walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds. The job requires close vision with or without corrective lenses.

Benefits

• Medical benefits after 60 days of employment
• Premium Holiday Pay after 90 days
• Paid Floating Holiday
• 401K matching after one year of employment
• Employee Appreciation Program
• Daily Pay
  
  
  

Notice

FEDERAL LAW REQUIRES ALL EMPLOYERS TO VERIFY THE IDENTITY AND EMPLOYMENT ELIGIBILITY OF ALL PERSONS HIRED TO WORK IN THE UNITED STATES. THIS EMPLOYER PARTICIPATES IN E-VERIFY.

THIS EMPLOYER WILL PROVIDE THE SOCIAL SECURITY ADMINISTRATION (SSA) AND, IF NECESSARY, THE DEPARTMENT OF HOMELAND SECURITY (DHS), WITH INFORMATION FROM EACH NEW EMPLOYEE’S FORM I-9 TO CONFIRM WORK AUTHORIZATION.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.