Front Desk Associate / Guest Service Agent

Job Summary

Required Qualifications

• •High School diploma or equivalent
• •Computer experience
• •Ability to read, write and communicate effectively in English, both written and verbal
• •Ability to kneel, crouch, squat, climb, stand, sit, balance, reach, bend, push, pull and walk for prolonged periods
• •Ability to type and/or edit data on a keyboard at 45 wpm for extended periods of time
• •Ability to sit at a computer workstation for prolonged periods of time
• •Ability to perform repetitive tasks with accuracy
• •Ability to lift, carry, pull and push up to 30 lbs
• •Ability to work in varying temperatures
• •Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner
• •Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests
• •Must be able to multitask and prioritize departmental functions to meet deadlines
• •Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives
• •Must be able to cross-train in other hotel related areas
• •Must be able to maintain confidentiality of information
• •Must be able to show initiative, including anticipating guest or operational needs
• •Must be able to effectively lead and coach others
• •Must be able to maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag
• •Must be able to comply with Williams Investment Company Standards and regulations to encourage safe and efficient hotel operations
• •Must be able to attend all hotel required meetings and trainings
• •Must be able to maintain regular attendance in compliance with Williams Investment Company standards, as required by scheduling, which will vary according to the needs of the hotel
• •Must be able to handle check-ins and checkouts in a friendly, efficient and courteous manner
• •Must be able to use proper two-way radio etiquette at all times when communicating with other employees
• •Must be able to fully comprehend and be able to operate all relevant aspects of the Front Desk computer system
• •Must be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner
• •Must be able to balance and prepare individual paperwork for closing of shift according to hotel standards
• •Must be able to maintain a clean work area
• •Must be able to have knowledge of emergency procedures and assist as needed
• •Must be able to follow all cash handling and credit policies
• •Must be able to be familiar with all in-house groups
• •Must be able to be aware of closed out and restricted dates
• •Must be able to obtain all necessary information when taking room reservations and follow the rate-quoting scenario
• •Must be able to be familiar with hospitality terminology
• •Must be able to greet and welcome all guests approaching the Front Desk
• •Must be able to maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable)
• •Must be able to answer guest inquires about hotel services, facilities and hours of operation in a timely manner
• •Must be able to ensure logging and delivery of packages, mail and messages to guests and meeting rooms
• •Must be able to review Front Office log daily
• •Must be able to answer inquires from guests regarding restaurants, transportation, entertainment, etc.
• •Must be able to maximize efforts towards productivity, identify problem areas and assist in implementing solutions
• •Must be able to be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary

Desired Qualifications

• •College course work in related field
• •Experience in a hotel or a related field
• •Customer Services experience