Front Desk Agent

SUMMARY:

• Welcome and register hotel guests with an emphasis on fulfilling requests, following special handling instructions and adhering to established credit policies and procedures.
• Display, at all times, a friendly, courteous and professional manner in all dealings with guests, patrons and other employees.
• Be familiar with all areas of hotel such as room types and amenities offered to the guests.
• Quote and be familiar with room and rate availability for current and future dates.
• Accept reservations, changes and cancellations in the absence of reservations staff.
• Select and block rooms for arriving guests; pre-register individuals or groups as required; assist in escorting VIPs and return guests to their rooms as requested.
• Check guests out of the hotel in accordance with procedures; make change, cash checks, exchange foreign currency, and post charges to guest accounts.
• Handle guest problems or complaints
• Works closely with the Concierge to follow up on guest requests.
• Reconciles all transactions at the close of the shift and cash out, while maintaining a balanced bank at all times.
• Handles safety deposit box requests; including distributing, giving access to and closing procedures.
• Assists when required with the tasks performed by the pbx operator and reservations agent.
• Handles hotel emergency procedures and situations with maturity and professionalism
• Performs tasks and projects as delegated by the Front Office Assistant Manager, Director of Front Office Manager or Resort Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES – (Other duties may be included)

QUALIFICATIONS REQUIREMENTS:

Must be able to speak, read and write English to facilitate the communication process. Must have extensive knowledge of the hotel, its services and facilities. Must possess basic computer skills, basic math skills, and strong communication skills. Should be detailed and highly organized. Must have flexible availability. Previous luxury experience preferred. Able to work a flexible schedule.

Must have good computer and communication skills, multi-task oriented.

EDUCATION AND/ OR EXPERIENCE:

High school degree and degree in hospitality preferred.

One year similar experience in a luxury property preferred

LANGUAGE SKILLS:

Multi-language preferred.  Written, spoken and reading proficiency in the English language

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.

PHYSICAL DEMANDS:

The physical problems 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 duties of this job, the employee is frequently required to stand, walk, and talk or hear.   The employee is occasionally required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 15 pounds.

WORK ENVIRONMENT:

The work environment characteristics 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. Noise level in the work environment is usually moderate.