Front Desk Agent

Job Description

Job Description

Description:

The Front Desk Agent often serves as our guests’ first and last point of contact. The Front Desk Agent is responsible for promoting an atmosphere that ensures pro-active, friendly and efficient services for our guests. The Front Desk Agent will interact with guests, resolve their issues and work to ensure all guest needs are met and expectations are exceeded.

Seeking Part-time Front Desk Agent with flexible workdays and hours.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The Front Desk Agent will be trained and utilized at either or both locations. Management may assign or reassign duties and responsibilities of this job at any time including working at Hilton Garden Inn or Homewood Suites, on different days or within the same shift. The following reflects the essential duties for this job but does not restrict the tasks that may be assigned. To perform this job successfully, an individual must be able to perform essential duties satisfactorily with or without reasonable accommodation.

Exceed Guest Expectations by:

• Providing a warm welcome.

• Ensuring every guest has an enjoyable and memorable experience.

• Delivering consistent service.

• Communicating with a smile and friendly, hospitable demeanor.

• Projecting a hospitable demeanor.

• Maintaining a clean and safe workspace.

• Resolving guest issues and complaints immediately.

• Stocking and maintaining the presentation of the suite shop and/or pavilion pantry.

• Following proper cash/check/credit card/AR control procedures.

• Following SOPs in all regards to the registration and billing of Guests.

• Maintain confidentiality of guest’s information at all times.

• Following requests by Sales Department for up-selling, marketing packages, etc.

• Being in proper uniform, name badge and following appearance guidelines at all times.

• Following proper key control procedure for issued keys.

• Confirm group reservations and arrange personalized services for VIP guests and event attendees.

• Enjoy selling/marketing the hotel in person and on the phone.

• Remaining aware of any and all potential security problems and reporting them to Supervisor and/or Manager.

• Following emergency procedures, Safety Data Sheet (SDS), safety precautions and safest work habits.

• Carrying out any reasonable request by Management and Management Company.

• Perform all check-in and check-out tasks.

• Handle cash, checks and credit cards in an accurate and confidential manner.

• Manage on-line and phone reservations.

• Respond to guests’ complaints in a timely and professional manner.

• Liaise with our Housekeeping staff to ensure all rooms are clean, tidy and fully furnished to accommodate guests’ needs.

• Be knowledgeable about property’s layout, facilities and services and the local area, including attractions and amenities so that you can answer questions from Guests. • Maintain updated records of bookings and payments.

• Strong computer skills, able to input reservations.

• Strong interpersonal skills and a present a positive attitude.

• Excellent verbal communication skills.

• Able to work well independently and as part of a team.

• Adhere to the policies and procedures of the company.

• Knows emergency procedures, safety precautions and safest work habits.

• Must have a sense of urgency, be honest, be ethical, be friendly, be a problem solver and have the ability to “think on your feet”. • Able to clearly communicate to Associates, guests, vendors, Corporate Executives.

• The hotel functions seven days a week, 24 hours a day. All associates must realize this and be aware that at times it may be necessary to move an associate from their preferred shift as business demands. In addition, it is understood that business and weather determine the number of hours that are worked and that some weeks may be scheduled at less than 40 hours and other weeks at more than 40 hours.