Front Desk Agent

divh2Switchboard Attendant/h2pResponsible for answering, directing, dispatching, logging all requests (internal/external) that come into the switchboard as well as attending to guest needs, including but not limited to, guest registration, check-out and cashiering. Answer internal and external telephone calls in a friendly and courteous manner. Direct all calls in a timely and accurate manner, assisting with basic questions whenever possible to provide great customer service. Actively coordinate communications within the resort, including guest tram service, emergency procedures, alarms, and life safety./ph3Essential Job Functions/h3ulliPromptly answer the telephone calls, greet callers with a positive and clear voice. Listen attentively to the caller to ascertain the purpose of the call to ensure connection to another department is accurate./liliAccurately transcribe messages as requested. Input and retrieve those messages when asked, reading and verbally reciting message for the guest./liliAnswer basic questions regarding the resort, amenities and operations to prevent unnecessary transfers./liliBe responsive to guests requests./liliGreet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote the Guest Loyalty Program and provide recognition and benefits to all present members./liliAccept payment for guests / members accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests / members owners./liliAnswer phone in a timely manner. Respond process requests for late check outs, room changes, lock-outs, billing inquiries, internet issues, and extension of stay. Keep activity log updated to allow for proper follow-up. Ensure guest satisfaction, utilizing the empowerment certificates when appropriate./liliPost miscellaneous charges as requested./li/ulpIn addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:/pulliAssist in handling mail and facsimiles and providing guest with information regarding hotel facilities and local attractions./liliBook reservations for those guests who approach the Front Desk./liliPerform other duties as assigned/liliFollowing Security guidelines in checking IDs when releasing keys or guest information./liliOvernight Shifts include printing all registration cards for the next day and printing all of the folios for the departures for the next day to be given to the bellman to deliver. Also, might require the service professional to act as the manager on duty./li/ulh3Education/Experience/h3pHigh school or equivalent education (GED) required./ph3Requirements/h3ulliMust be able to speak, read, write and understand the primary language(s) used in the workplace./liliMust be able to read and write to facilitate the communication process./liliRequires good communication skills, both verbal and written./liliMust possess basic computational ability./liliMust possess basic computer skills./liliGeneral knowledge of the city where hotel is located and its attractions./liliExtensive knowledge of the hotel, its services and facilities./li/ululliMay be required: to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; to deal with problems involving several concrete variables in standardized situations./li/ulh3Physical Demands/h3ulliMost work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems./liliMust be able to sit or stand for up to 8 hours in length./liliMust be able to exert well-paced ability to reach other departments of the hotel on a timely basis./liliMust be able to exert well-paced ability in limited space./liliRequires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity./liliAbility to spend extended lengths of time viewing a computer screen./liliMust be able to lift up to 25 lbs. occasionally./liliRequires manual dexterity to use and operate all necessary equipment./liliMust have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed./li/ulh3Work Environment/h3ulliMust be able to work effectively in a stressful environment, communicate with others, and effectively deal with customers./liliMust be able to change activity frequently and cope with interruptions./li/ul/div