Front Desk Agent

Job Summary

Required Qualifications

• •Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests
• •Maintains a high level of professional appearance and demeanor
• •Maintain the highest level of confidentiality in all areas
• •Demonstrate the ability to multi-task, be detail-oriented and be able to problem-solve, to effectively deal with internal and external customers
• •Handle and resolve guest complaints professionally and courteously, through effective listening and clarifying issues raised by guests
• •Demonstrate good communication skills and convey information and ideas
• •Ability to perform basic math, and understand financial information
• •Recognize and take action on any safety or loss prevention incidences that may cause damage, injury, or other liability to individuals or company property
• •Implement all company policies and procedures for safety and security
• •Complete training in all areas of security, alcohol, and health and safety
• •Ensure that all OSHA, State, and Federal guidelines for chemical, fire, health, and safety are being followed
• •Work with other departments to ensure room status is up-to-date and room repairs are done on a timely basis
• •Uses persuasive selling techniques to sell rooms and promote all marketing programs
• •Carry out front desk responsibilities including, but not limited to; greeting guests, performing guest transactions, balancing reports, cash control, and deposits, proficiently processing reservations and credit cards
• •Operate phone system, TDD equipment
• •Effectively communicate using shift logbook and shift reports
• •Operate basic office equipment
• •Understands hotel policies relating to cancelation, extended stay, room types and rates, late check-outs, early arrivals, and special requests
• •Responsible for key control
• •Issues and receives both room keys and master keys
• •Process all lost and found items according to policy
• •Have basic knowledge of how to operate computer equipment, including Microsoft Office suite
• •Assist in training of new staff
• •Participates in and supports a positive, enjoyable work environment
• •Holds an understanding of hotel products and services (i.e., food and beverage, recreation)
• •Ability to communicate with hotel staff, guests, and management in a professional manner
• •Knowledge of the surrounding area and events
• •Knowledge of proper telephone etiquette
• •Ability to understand and adhere to proper cash and credit card handling policies
• •Ability to work a flexible schedule, including weekends and holidays
• •Read, write and speak English
• •Ability to learn safety, emergency, and accident prevention policies and procedures
• •Neat, well-groomed appearance including wearing the proper uniform and name tag when working (per brand standards)
• •Complete the front desk training program within the brand required time frame
• •Maintains a high level of Quality, Service, and Cleanliness
• •Maintains smooth operation and staffing of front desk
• •Communicates openly with direct supervisor
• •Maintain a high level of quality, service, and cleanliness keeping guest survey scores within an acceptable range
• •High school education
• •Detail-oriented
• •Lift up to 10 pounds occasionally, lift up to 35 pounds from time to time
• •Stand, walk; use hands and fingers to handle, or feel, for long periods, up to 8 hours at a time
• •Reach with hands and arms
• •Frequently repeat the same movements, including frequent keyboarding
• •Understand the speech of other people, and speak clearly so others can understand
• •Read and see details
• •Must be able to work effectively in a stressful environment
• •Communicate well with others
• •Effectively deal with guests
• •Accept constructive criticism
• •Must be able to change activity frequently and cope with interruptions

Desired Qualifications

• •1-year hospitality experience (Preferred)