Front Desk Agent

JOB SUMMARY

The Front Desk Agent ensures guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest. Works to optimize the guest experience while at the hotel and elsewhere by acting pleasant, professional and efficient.

ESSENTIAL JOB FUNCTIONS

• Books guest reservations and/or coordinates with reservation center
• Registers guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check-ins, check-outs, and VIP arrivals. Greets, registers, and assigns rooms to guests
• Handles confidential information, including guest records, with a high degree of integrity
• Answers and routes calls as appropriate; takes guest messages with accuracy
• Assists with sales and marketing efforts as directed by the General Manager
• Offers and properly handles requests for wake-up calls
• Records pertinent guest information in the pass on log
• Replenishes continental breakfast as needed and keeps area clean
• Ensures common area/lobby is clean
• Performs laundry functions as directed
• Checks guests in and out of the hotel; processes customer payments according to established policies and procedures.
• Answers phone in a prompt, efficient, and friendly manner.
• Promotes hotel services, facilities and outlets and becomes informed and knowledgeable of upcoming events/ functions in the hotel and in the surrounding area.
• Answers guests' questions about the property and amenities and is able to refer and direct guests to area attractions and outlets. Arranges for the appropriate transportation of guests to and from the hotel when necessary.
• Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.
• Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.
• Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follow up to ensure guest satisfaction.
• Completes daily paperwork to include cashing out, documenting all adjustments, miscellaneous postings, paid outs, charges and check-outs.
• Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier's report, prepares deposit and counts cashier bank.
• Balances cash bag at open and closing of each shift.
• Transmits and receives messages using equipment such as computer, telephone, email, fax and switchboard.
• Provides a professional image at all times through appearance and dress.
• Follow company policies and procedures.
• Attendance is a key component of this position.
• Maintains a professional appearance in accordance with Company standards; wears the appropriate uniform or attire.
• Maintains open and effective communication with team members and management.
• Attends and participates in team meetings.
• Adheres to established safety and emergency procedures and protocols, this includes Company, federal, and state specific regulations and guidelines.
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties and responsibilities as assigned.

EDUCATION

• High school diploma or equivalent.

EXPERIENCE

• 1-3 months related experience and/or training; or equivalent combination of education and experience.

SUPERVISORY RESPONSIBILITIES

• This position does not include any supervisory responsibilities.

LICENSES & CERTIFICATIONS

• This position does not require licenses or certifications.

SKILLS & ABILITIES

This position requires the capability to understand and follow both oral and written directions, as well as the ability to communicate effectively with others in English and interact successfully with internal and external customers.

• Proficient in time management; the ability to effectively organize and manage multiple priorities.
• Recognizes an emergency situation and takes appropriate action.
• Emotional intelligence and interpersonal skills, with the ability to build strong working relationships with team members at all levels.
• Skilled in building and motivating a team, fostering a collaborative environment and inspiring high performance.
• Analytical and problem-solving skills.
• Strong focus on accuracy and precision.
• Ability to work scheduled shifts, follow all timekeeping policies, and comply with federal, state, and local labor regulations, including those related to meal and rest breaks
• Performs well with frequent interruptions and/or distractions.
• Able to communicate appropriately and effectively with all levels of management and external stakeholders.
• Ability to effectively listen, understand, and resolve challenges and concerns from management, team members, and/or customers (internal/external).
• Knowledge of key industry trends, best practices, regulations, and the current industry landscape.
• Proficient in public speaking.
• Basic math skills.
• Basic knowledge of Google Docs/Microsoft Word.
• Basic knowledge of Google Sheets/Microsoft Excel.
• Basic knowledge of Google Slides/Microsoft PowerPoint.
• Basic knowledge of Gmail/Microsoft Outlook.
• Ability to adjust effectively to evolving work environments and shifting customer (internal/external) requirements.
• Able to maintain a positive and professional working environment.
• Fosters a culture of excellence.
• Able to work effectively in a culturally diverse environment and support diversity and inclusion within the organization.

TRAVEL REQUIREMENTS

• No travel required.

PHYSICAL DEMANDS

• Reaching: Extending hand(s) and arm(s) in any direction.
• Standing: Particularly for sustained periods of time.Walking: Moving about on foot to accomplish tasks. Specifically, for long distances or moving from one work site to another often.
• Walking: Moving about on foot to accomplish tasks. Specifically, for long distances or moving from one work site to another often.
• Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward, or outward.
• Pulling: Using upper extremities to exert force in order to draw, haul, or tug objects in a sustained motion.
• Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Specifically, if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
• Grasping: Applying pressure to an object with the fingers and palm.
• Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
• Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
• Hands to Fingers: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
• Repetitive Motion: Substantial movements (motions) of the wrists, hands, and/or fingers.
• No special visual requirements.
• Close Vision: Clear vision at 20 inches or less. Required to perform an activity such as preparing and analyzing data, transcribing, viewing a computer terminal, extensive reading or visual inspections.
• Distance Vision: Clear vision at 20 feet or more. Required to perform an activity where the seeing job is arm's reach or beyond.
• Color Vision: Ability to identify and distinguish colors.
• Peripheral Vision: Ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point.
• Depth Perception: Ability to judge distances and spatial relationships (three-dimensional).
• Focus Ability: Ability to adjust the eye to bring an object into sharp focus.
• Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a minor amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work yet the work involves sitting most of the time, the job is rated for light work.

WORK ENVIRONMENT

• None: No exposure to adverse environmental conditions (typical office/administrative setting).

DISCLAIMER

This job description provides a general overview of the work performed, including the typical responsibilities and level of duties associated with this position. It should not be construed as an exhaustive list of tasks or obligations for any individual team member. This description does not alter the employment relationship between the Company and its team members.

The Essential Job Functions, Physical Requirements, and Work Environment characteristics outlined are intended to reflect the requirements needed to perform the essential functions of this role effectively. Management retains the authority to modify, adjust, or revoke job duties and responsibilities as needed, and to make reasonable accommodations to enable qualified team members to fulfill the essential functions of their roles.

The Company is an Equal Employment Opportunity (EEO) employer and is committed to providing a work environment free from discrimination and harassment. All employment decisions are made based on merit, qualifications, and business needs without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected status/characteristic in accordance with applicable federal, state, and local laws.