Front Desk Representative

Job Description

Job Description

Summary: The Front Desk/Guest Service Agent is primarily responsible for handling all guest interactions and going above and beyond to exceed guest requests. This individual often provides the first point of contact for guests and is responsible for creating an excellent first impression.

Essential Functions

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, decor, appointments and location.
  • All room rates, special packages and promotions.
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations and times.
• Ensure that current information on rates, packages and promotions is available at the Front Desk.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service.
• Monitor the hotel front entrance and resolve any congested situations.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.
• Maintain a neat and presentable front desk area.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express check-outs are processed through the system.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/team member accidents or injuries and in emergency situations.
• Ensure security of guest rooms.
• Other duties as assigned.

Education & Experience

• High school diploma or equivalent
• Prior hospitality experience preferred.
• Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills and abilities.
• Previous experience with Windows, Office, and Opera or similar property management system

Work Conditions

• Must be able to stand on feet throughout the shift, with intermittent periods of walking.
• Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.
• Works near others, usually within a few feet.
• May work in a noisy or distracting environment.
• Have a very high level of social contact. Interact frequently with guests in person and by telephone.
• Frequent and long-term screen use.

Requirements

• Authorized to work in the United States
• Ability to multi-task and prioritize duties.
• Able to communicate effectively in English.
• Possess excellent verbal and written communication skills.
• Strong computer skills.
• Able to work well under pressure.
• Able to accurately follow instructions, both verbally and written.
• Must be able to work in a fast-paced environment.
• Must have excellent listening skills.
• Must always ensure a teamwork environment.
• Ability to work a flexible schedule that may include evenings, weekends and holidays.
• Ability to resolve problems/conflicts in a diplomatic and tactful manner.
• Passion for creating an exceptional experience for all guests.