Front Desk Agent

Job Title

Qualification Standards

Education & Experience:

Experience in a hotel or a related field preferred

High School diploma or equivalent required

College course work in related field helpful

Previous customer service experience strongly preferred

Tools & Equipment:

Computer, Credit Card Authorization machine, projector, copier, scanner, other office equipment, telephone, two-way radio

Ability to work in Excel, Word and various other software programs

Work Environment:

Under variable temperature conditions

Under variable noise levels

Indoors

Around dust and or mite hazards

Physical Requirements:

Long hours sometimes required

Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects

Ability to work under variable temperatures and noise levels

Near Vision - The ability to see details at close range

Ability to bend, stretch, twist or reach with your body and arms

Must be able to stand and/or walk for lengthy periods of time

Mental Requirements:

Oral and Written Comprehension and Expression - Must be able to convey & understand information and ideas in English

Must be able to evaluate and select among alternative courses of action quickly and accurately

Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

Must have the ability to assimilate complex information, data, etc. from multiple sources and consider, adjust, or modify to meet the constraints of the particular need

Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests

Mathematical Reasoning - Must be able to work with and understand financial information and data, and basic arithmetic functions

Multi-lingual skills helpful

Duties & Functions

Essential:

Approach all encounters with guests and employees in a friendly, service-oriented manner

Maintain regular attendance, as required by scheduling which will vary according to the needs of the hotel

Maintain high standards of personal appearance and grooming, as defined in the hotel handbook, when working

Comply at all times with New Castle standards and regulations to encourage safe and efficient hotel operations

Positively interact with hotel guests

Check guests into or out of the hotel

Confirm credit and payment method at check in

Confirm full payment at check out

Log all requests and confirm completion

Direct guests to daily functions within the hotel

Prepare express checkouts to be mailed daily (day shift)

Review PMS inventory and house count for availability and rates

Book reservations for day of arrival or future stays

Balance and prepare individual paperwork for closing shift

Balance bank daily

Maintain and market special guest programs

Handle incoming/outgoing calls

Take and deliver messages

Be familiar with guest privacy

Stay up to date with Events and Functions

Provide information about hotel

Know emergency procedures

Perform bucket checks

Know VIP procedures

Run copies and charge guests as needed

Charge guests accordingly such as pet fees, early departures, ETC.

Run daily arrival report and mark registration cards for special requests

Review changes in Policy and Procedure

Distribute faxes, packages, and mail to guest services for delivery, or inform guest of receipt

Stock and clean workspace for next shift

Distribute billing reports to hotel outlets

Prepare key check inventory

Communicate with Housekeeping for future arrivals

Keep immediate supervisors fully informed of all challenges or matters requiring his/her attention

Marginal:

Other duties as required

Participate in all departmental meetings

Benefits at the AC Hotel & Residence Inn Missoula

We believe that taking care of our team means more than just a paycheck. Here's what you can expect when you join us.

Part-Time Employee Benefits: Part-time employees are eligible for the following:

Holiday pay at time and a half for hours worked on recognized company holidays

Bereavement leave and pay for the loss of an immediate family member

401(k) with company matching

$600 employee referral bonus program

Full-Time Employee Benefits: Full-time status is defined as working 30 or more hours per week. Full-time employees are eligible for our complete benefits package, including everything listed above plus:

Health & Insurance Benefits: New full-time employees have 30 days from their start date to enroll in benefits. Our plans include:

Medical insurance with virtual visit options

HSA, FSA, and DCSA accounts

Dental and vision coverage

Life insurance and AD&D

Voluntary Short-Term and Long-Term Disability (VSTD/VLTD)

Nationwide Pet Insurance — all pet plans carry a $250 deductible

ID Watchdog Identity Theft Protection — real-time alerts and expert support so you never have to face identity theft alone

Employee Assistance Program (EAP): Life happens, and we want you supported beyond the workplace. Our EAP gives you access to:

Licensed therapists and mental health support

Legal consultations and financial expert guidance

Resources for childcare, pet care, home repair, and moving services

A library of articles, podcasts, videos, and more - available anytime

Time Off & Holidays: We recognize 6 company holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and Christmas Day.

Holiday Pay: Full-time and part-time employees who work a recognized holiday earn time and a half. Full-time employees not scheduled to work a holiday receive 8 hours of holiday pay at their regular rate.

Birthday Floating Holiday: Full-time employees receive a floating holiday to celebrate their birthday, to be used within their birthday month.

PTO: Accrual begins on your first day of employment and becomes available for use after completing your 90-day introductory period. PTO accrues at a rate of 0.0385 hours per hour worked, up to a maximum of 80 hours (10 days) per year. We cap carryover at 80 hours because we genuinely believe time away from work is essential. Once you hit the cap, accrual pauses until you've used some of that well-earned time off.

Sick Time: After completing the 90-day introductory period, full-time employees accrue sick time at 1 hour for every 30 hours worked, up to a maximum of 40 hours.

FMLA: Available to full-time employees who meet federal eligibility requirements.

Jury Duty: We've got you covered if you're called to serve. Full-time employees who have completed their introductory period will receive the difference between their regular rate of pay and jury duty pay, based on their normal scheduled hours - up to 8 hours per day and 40 hours per week for each day of jury service.

Bereavement Leave: Full-time and part-time employees who have completed their introductory period and experience the loss of an immediate family member will be granted paid time off for the time actually lost from their regularly scheduled shifts. We are sorry you'll ever need this, but we want you to be able to grieve without added financial stress.

401(k) Retirement Plan: All employees are automatically enrolled in our 401(k) plan at a 3% upon completing their 90-day introductory period. The company provides matching contributions, which is a meaningful investment in