Front Office Agent - MHO/OP

POSITION SUMMARY:

This position is responsible for anticipating guest needs, exceeding expectations and implementing creative solutions to provide exceptional service. Responsible for processing check-ins/outs, securing payment, verifying and adjusting billing, and assisting guests with reservations and requests in a friendly, professional and timely manner, while following high standards of quality to ensure guest satisfaction.

DUTIES & RESPONSIBILITIES:

• Greets, registers, and assigns rooms to guests.
• Issues room keys and directions to guests.
• Effectively communicates with all departments.
• Manages phone activity.
• Manages walk-in traffic.
• Answers inquiries pertaining to hotel services; registration of guests; shopping, dining, entertainment, directions etc.
• Provides quotes for room rates and up sells the guest when possible.
• Makes and confirms reservations.
• Must be able accurately record guest information in property management system.
• Collects payment and posts payment.
• Verify that the correct charges and credits are posted to the corresponding guest folio.
• Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift.
• Provide administrative, reception, and program support to management and staff.
• Resolves and diffuses guest complaints within scope of authority; otherwise refer the matter to management.
• Keeps Front Desk registration area clean and tidy at all times.
• Reviews shift events and special notes with the following shift.
• Records messages regarding guest issues or special notes in the Front Desk Logbook.
• Performs any other duties as requested by management.

QUALIFICATIONS

Education:

1. High School Diploma/ GED preferred.
   

Experience:

1. Minimum one year guest service experience.
2. Experience with hotel information systems preferred.
3. Computer knowledge and experience in MS office programs preferred.

Required Skills:

1. Friendly personality.
2. Attention to detail.
3. The ability to multitask, prioritize and manage time.
4. Works independently and as part of a team.
5. Enjoys working with and helping people.
6. The ability to perform under pressure.
7. Excellent interpersonal and communication skills.
8. Highly motivated.
9. Must be able to read, write and speak English. Fluency in Spanish or French is an asset.

Physical Requirements:

1. Requires standing for long periods of time, walking, repetitive motions, grasping and on occasion may be required to lift and carry up to 40 lbs while performing the duties of this job.