Front Desk Agent

General Sales AgentGSAs ensure appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner. Experience in Front Office, PBX, and Concierge preferred. Candidates must be able to work a flexible schedule including but not limited to: evening, weekends, and holidays. Candidate must possess excellent customer service skills and effective written and oral communication skills, also a working knowledge of computers and facsimile machines. Candidate should have the ability to multi-task and the ability to handle stressful situations. Must be flexible to work in various capacities, which include PBX, Concierge, and Front Desk.Professional ExperiencePreferably 1 year's experience in customer service, hotel, food and beverage restaurant administrative, human resources, legal, educational, training, financial, or business related fieldComputer ExperienceProficiency in:Microsoft WordExcelPowerpointData entryDatabase management systemsHotel ExperienceUses proper telephone etiquetteBe flexible and willing to perform other tasks as necessary or requestedWear hotel GSA uniform in compliance with hotel standardsTraining Provided On The Following:Serve as concierge (may make restaurant reservations, provide directions, recommend area attractions, etc.)Determines a guest's reservation status and identifies how long the guest will stayHelps guests complete registration and then assigns rooms accommodating special requests whenever possibleVerifies the guest's method of payment and follows established credit-checking proceduresPosts guest and room information in the PMS, and communicates this information to the appropriate hotel personnelWorks closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair workMust be sales-minded; uses suggestive selling techniques to sell rooms and to promote other services of the hotelPresents options and alternatives to guests and offers assistance in making choicesKnows the location and types of available rooms as well as the activities and services of the propertyAssists in pre-registration and blocking of rooms for reservationsThoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and proceduresKnows room locations, types of rooms available, and room ratesUnderstands room status and room status trackingCoordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day roomsTakes same day reservations and future reservations when necessaryKnows cancellation proceduresGenerates secure room cardsKnows how to use front office equipmentPosts Suite Shop purchases to guest foliosPosts and files all charges to guest, master, and city ledger accountsFollows procedures for issuing and closing safe deposit boxesUses proper mail, package, and message handling proceduresReads and initials the pass-on log and bulletin board dailyIs aware of daily activities and meetings taking place in the hotelAttends department meetingsCoordinates guestroom maintenance work with the engineering and maintenance divisionReports any unusual occurrences or request to the manager or assistant managerKnows all safety and emergency proceduresIs aware of accident prevention policiesMaintains the cleanliness and neatness of the front desk areaUnderstands that business demands sometimes make it necessary to move employees from their accustomed shift to other shiftsEmotional IntelligenceEmotionally competent; able to effectively manage disruptive emotions and impulses; able to stay composed, positive, and unflappable even in trying moments while thinking clearly and remaining focused under pressureEngage every guest in conversation and recognitionResolve any guest issue immediatelyPromote the hotel by demonstrating a high level of positive attitude and energy to serve our guestsAbility to anticipate guests' needsRepresents the hotel to the guest throughout all stages of the guest's stayEmbraces and respects diversity and multicultural environmentSkillsExcellent communication; orally and writtenRequires finger dexterity, grasping, writing, standing for long periods, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 poundsAble to stand, sit, and walk, for more than 4 hoursEducationBackground screening for previous criminal historyEmployment may be contingent upon at least 80% score on test on hotel's reservations system (PMS) after trainingAt least a high school diploma or G.E.D.StrengthsMathematical; statisticalSocialSpeaks in guests' preferred languageHotel is a smoke-free propertyCreativityOrganizationalAdministrativeSalesCurious about the world and people