Front Desk Agent

Position Title: Front Desk Agent
Department: Front Office
Reports To:
Date Written/Revised: June 4, 2014

POSITION SUMMARY
Greet and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, provides information regarding hotel facilities and guest accommodations to meet LM Services' high standards of quality.

EXAMPLES OF DUTIES

ESSENTIAL FUNCTIONS
Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, address the guest by name, listen carefully to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
Complete the registration process by obtaining data from the guest and/or reservation print out. Input information via computer or through a manual process. Confirm pertinent information, including number of guests, room preference, special requests and departure date. Confirm room rate visually, do not announce it. Select room in accordance to the guest's needs, i.e.: number of beds, smoking/non-smoking, ground floor, etc. Provide folders containing room keys, non-verbally confirming the room number. Complete reservation requests utilizing similar format as check in process.
Obtain and verify credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Convert foreign currency at current posted rates. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer or manual system.
Promptly answer the telephone, within three rings at the front desk. Use your name when answering, speak clearly and in a pleasant tone of voice. Take and deliver accurate and timely guest messages, either manually or via the computer system. Deliver mail, small packages and facsimiles for customers as requested.
Close guest accounts at time of check out and ask the guest how they enjoyed their stay. In the event of dissatisfaction or dispute, negotiate compromise, which may include authorizing revenue allowances.
Remain calm and alert, especially during peak check in/check out times, during heavy hotel activity or in the event of an emergency.
Problem solve, resolve all customer issues.
Receive wake up call requests from guests, repeat information including guest's name, wake up time and room number back to caller as it is taken, accurately and expediently log or input information via a manual or computerized system. When automated system not available, deliver wake up calls at the requested time, wishing the caller a good morning and providing the temperature.
Complete all other duties assigned by your supervisor or manager.

SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions.
Locate bell assistance to escort guests to their rooms as appropriate.
Provide safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the customer. File access slips in room order. Have guest complete signature card.
Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.
Use the photocopier to make copies of items as required.
File registration cards in room number order.
Retrieve registration cards from the files for each check out.
Other duties as assigned by the supervisor such as: cross-training Bell staff or other areas as needed.
Report suspicious persons or activity to a supervisor immediately.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
The individual must possess the following knowledge, skills and abilities to be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Ability to stand for long periods of time.
Ability to read, listen and communicate effectively in English, both verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.

QUALIFICATION STANDARDS

EDUCATION AND EXPERIENCE
Any combination of education and experience that provides the required knowledge, skills and abilities to perform the job.

GROOMING
All employees must maintain a neat, clean and well groomed appearance (specific standards available).

FLSA Designation nonexempt

OTHER
Upon employment all associates are required to comply with the standards, rules and regulations which may be established by the Company and updated from time to time. Associates who violate property rules or have irregular attendance will be subject to disciplinary action, up to and including termination of employment.

The Hospitality business functions seven days a week, twenty-four hours a day. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules, weekends, holidays and overtime to reflect the business needs of the property. Associates may also be required to attend group and/or department meetings in addition to the work shift as necessary. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.

This job description is not an exclusive or exhaustive list of all job functions that an associate in this position may be asked to perform from time to time.

I have read, or have had read to me the preceding job description. I agree to follow it to the best of my ability.