Front Desk Agent

Job Title: Front Desk Agent Department: Front Office Reports to: Director of Front Office Position Summary Serving guests at the front desk while providing the highest level of service possible in an efficient, courteous and professional manner by following hotel standards of aggressive hospitality and adhering to guidelines and procedures. Essential Functions Report to work on time, in proper and clean uniform, including name tag. Personal appearance and grooming must conform with standard. Handle all duties according to hotel policies, procedures, internal rules and standards. Conform to cash handling procedures at all times. Be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedures and events. Get a daily briefing about extraordinary events to effectively deal with all foreseen situations on a daily basis. Have knowledge about room rates, packages, discounts and promotions and know how to handle each. Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel. Follow all cash handling and banking procedures to check out all customers efficiently. Each associate is expected to carry out all reasonable requests by management which the associate is capable of performing. Operate MARSHA and PMS, take same day reservations and know how to enter a reservation in MARSHA. Perform guest registration and room assignment and accommodate special requests of all customers. Be knowledgeable about Hotel Rewards and other frequent traveler programs. Know how to follow all hospitality guidelines. Answer the phones according to the standards of proper etiquette and as fast as possible (no more than three rings). Know how to handle safe deposit boxes. Handle mail and messages properly and on a confidential basis. Ensure the cleanliness of the front desk and back office area at all times. Utilize spare time for cleaning. Keep computer equipment clean at all times. Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using the "Guest Response Program" procedures. Assist fellow associates in their jobs to ensure that all jobs are done on time. Have knowledge about all emergency procedures and know how to act on them. Be flexible in regard to work schedule. Use your PMS password with discretion; log off the terminal when leaving the area. Have knowledge about the city, the local area and attractions to provide the guests with all requested information. Ensure proper credit when checking out guests and provide the guests with a 0 balance folio. Handle late charges according to the procedure. Bank out at the end of the shift by following the blind drop procedures strictly. The front desk manager will always verify the shift closing and enter the drop in the system. When leaving the front desk area, it is mandatory for the cashier to lock her/his bank so the cash is secured. Report any unusual occurrences or requests to the manager. At all times strive to represent the hotel in the most professional manner. Be disciplined at all times, stand alert and tall at the front desk, greet guests immediately and offer assistance before the Guest needs to ask. Focus your total attention to the customers. Be familiar with the AM, PM and night daily checklist to ensure smooth daily operations. Must be able to maintain confidentiality of information. Experience Has hotel knowledge: hours of operation, staff, property information, and services. Trained on the PMS for hotel. Trained how to talk with guests. Has basic computer knowledge: Word, Excel, Power point, internet. Skills Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner. Computer literate, have a professional yet friendly manner and good customer service skills. Candidates should have the confidence to make decisions, and a strong ability to concentrate and work under pressure and to handle multiple tasks at the same time. Physical Job Requirements Read and visually verify information in a variety of formats; stand or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. Environment Works indoors: front desk, Greatroom, back office, and guest rooms. Equipment Computer, fax, scanner, printer, bell cart. "The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job." #J-18808-Ljbffr