Front Desk Agent

Description

Essential Purpose: To be responsible for greeting guests in an efficient and courteous manner. As the first face that many see upon arrival, the Hotel Front Desk Agent checks guests in and out of their rooms, distributes room keys, answers questions and processes payments for hotel services.

Essential Duties: 

· Respond and follow-through with all guest needs and requests in a timely and professional manner.

· Follow all specified procedures to properly conduct Front Desk business, including registering guests and assigning rooms; completing group pre-registrations and key packets; processing adjustments and check-outs; answering telephones; handling credit card and room charge transactions; handling mail and messages for guests; and transferring all necessary information to the next shift.

· Be completely familiar with all hotel information necessary to increase revenues and enhance customer satisfaction, including current special rates and restrictions; types and locations of rooms and suites available; and services, costs, hours, and location of all hotel amenities, facilities, and outlets.

· Actively promote guest use of hotel services and facilities.

· Be familiar with general information about other Pechanga properties such as the RV Resort, Spa, and shuttling services.

· Develop and maintain a working knowledge of the local area to provide hotel guests, as requested, with information regarding location, cost, and hours of operation of local services, facilities, and points of interest.

· Satisfactorily resolve guest issues, referring to Front Desk leadership as needed; following up with guests to ensure satisfaction.

· Be familiar with guest billing and reaching out to guests when payment is needed.

· Effectively communicate with guests and other staff members through provided hotel systems including but not limited to Microsoft Teams, Canary Technologies, and Amadeus Service Optimization.

· Be completely familiar with hotel emergency procedures and provide calm, reassuring assistance to guests and fellow employees in the event of an emergency.

· Monitor cleanliness and appearance of the lobby area, including pool, fitness center, lobby patio, and lobby restrooms; immediately reporting deficiencies to Front Desk management.

· Communicate with Housekeeping, as needed, to ensure timely deliveries and other guest requests

· Be aware of arriving VIPs and special requests and personally ensure their proper handling.

· Provide showrooms for the use of Front Office and Sales teams.

· Assist other team members, as needed, to satisfactorily resolve guest issues, referring to the Front Office Manager as needed.

· Follow all specifications to properly handle credit transactions and maintain credit balances, reaching out to guests if cards decline.

· Follow all regulations to safeguard guest valuables, including promoting the use of in-room safes.

· Upsell additional facilities and services, when appropriate.

· Follow all policies and procedures of the Front Desk department and Temecula Creek Inn.

· Complete daily checklist and proper shift pass downs

· Immediately report all suspicious occurrences and hazardous conditions.

· Practice safe work habits at all times to avoid injury to self and others.

· Comply with company and departmental safety rules and regulations, including the proper handling of all relevant equipment.

· Attend all mandatory meetings, as directed.

· Perform other tasks, including cross-training, as directed.

In addition to Front Desk responsibilities, the Front Office Agent may be assigned PBX (telephone operations) duties, including but not limited to the following:

• Understand and respond to all internal and external guest requests in a timely and professional manner through telephone and other communication channels.
• Operate  the hotel’s PBX system, including answering incoming calls, directing calls to appropriate departments or guest rooms, and taking messages as necessary.
• Operate  the hotel’s text messaging system, including responding to messages, processing check-outs, and reviewing and finalizing guest pre-registrations
• Handle emergency and urgent communications calmly and effectively, following established emergency procedures.
• Act  as a central point of contact for hotel departments, relaying messages and information efficiently and accurately.
• Accurately document and communicate guest requests, wake-up calls, maintenance issues, and other service needs to the appropriate departments.
• Maintain familiarity with group blocks, room holds, special rates, and promotional offers to support the Reservations team when needed.
• Conduct outbound reservation calls, including cold calls
• Answer all incoming calls promptly (within 3 rings), using correct telephone etiquette and scripting standards.
• Handle multiple incoming calls, messages, and radio communications simultaneously with clarity and professionalism.
• Maintain a clean and organized PBX workspace, ensuring the confidentiality of guest  information and hotel communications.
• Assist the Front Desk team by covering scheduled breaks or shifts as directed.

Requirements

Knowledge + Education:  High school diploma or equivalent required. English fluency required. Must have minimum one year experience in same position at a hotel of comparable quality. Strong basic math skills required. Must have some computer experience. Must display knowledge of currently accepted business telephone etiquette. 

Skills: Detail oriented. Organized and efficient. Learns quickly. Safety­ minded. High quality standards for production and service. Diplomatic and calm. Strong verbal communications skills. Courteous, friendly, and professional manner. Good team player. Customer service focus. Able to work productively with little supervision. Trustworthy and reliable.

Physical Demands: Stands and walks short distances throughout shift. Must be able to stand for long periods of time. Bends, stoops, and reaches to perform routine job tasks. Heavy daily use of phones, throughout shift. Occasionally required to handle and move objects weighing up to 75 lbs. over short distances. 

At-Will Employment: The relationship between Temecula Creek Inn and the employee is for an unspecified period of time and is considered “at will.” This means that the terms and conditions of employment may be changed at any time, with or without cause and with or without notice, including, but not limited to termination, demotion, promotion, transfer, compensation, benefits, duties and location of work. No one other than the Board of Directors of the Company has the authority to make any verbal or written agreement contrary to this provision and any such agreement must be put in writing and signed by the Board of Directors before it is effective. Temecula Creek Inn reserves the right to modify and update this Position Description as needed at any time in its sole discretion.

Tribal Jurisdiction: The relationship between Temecula Creek Inn and the employee is a consensual commercial relationship taking place on tribal land within the Pechanga Indian Reservation and, as such, is subject to the jurisdiction of the Pechanga Tribal Court and the sovereign laws of the Pechanga Band of Indians.

Temecula Creek Inn is an Equal Opportunity Employer M/F/V/D