Front Desk Agent

About the Job

Reports To: Front Office Manager

Status & Salary: Non-Exempt, Full-time or Part-time

SUMMARY OF ROLE:

The Front Desk is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they've made the right choice to stay with us. To deliver a great guest experience - a Front Desk Agent will check in and out guests efficiently and make sure they have all they need for a great stay.

ESSENTIAL DUTIES & RESPONSIBILITIES include but are not limited to:

• Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also new and returning guests.
• Check guests in, issue room keys, provide information on hotel services and amenities, and information on surrounding area and events.
• Ensure required identification and payment information is taken from guests at check-in.
• Answer phones in a prompt and courteous manner.
• Up-sell rooms where possible to maximize hotel revenue.
• Answer, record and process all guest calls, messages, requests, questions or concerns.
• Receive and ensure delivery of all guest mail/packages/deliveries.
• Record guest preferences in the system.
• Check guests out, including resolving any late or disputed charges.
• Accurately process all cash and credit card transactions using established cash handling/bank account procedures.
• Issue, control and release guest safe-deposit boxes in line with hotel procedures.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Take action to solve guest problems/complaints using appropriate service recovery guidelines.
• Communicate status of all rooms to department heads via prescribed reporting procedures.
• Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty.
• May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
• Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service.
• Maintain daily logs as instructed by management.
• Perform other duties as assigned including concierge services, special guest requests, etc.
• Perform other duties as assigned by management.

KNOWLEDGE, SKILLS & ABILITIES:

• Accuracy and speed for executing assigned tasks and job responsibilities.
• Strong communication skills are used frequently when interacting with other staff and guests.
• Reading and writing abilities are used to document or record all tasks completed, to receive instructions for the day or to read policies and procedures.
• Ability to exercise good judgment and self-control.
• Ability to prioritize responsibilities and be self-sufficient in slow periods.
• Must demonstrate enthusiasm, trustworthiness, personal integrity and honesty.
• Must be detailed oriented and have the ability to multi-task and meet job responsibilities in a fast-paced environment.
• Demonstrated ability to operate safely in the workplace.
• Ability to work a variety of days, including nights, weekends and holidays.
• Basic computer skills to operate various property management and reservation systems.
• Basic math skills and used frequently when handling cash and/or credit.

PHYSICAL REQUIREMENTS include but are not limited to:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequent standing, particularly for sustained periods of time at the front desk.
• Able to hear and speak to employees and guests in person and/or by phone.
• Able to bend, stoop, climb, stretch to reach, push, sit, kneel and twist.
• Able to use hands and fingers to operate computers, phones and other office equipment.
• Ability to work in a constant state of alertness and safe manner.