Front Office Agent

Job Description

Job Description

POSITION PURPOSE:

Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Upgrades guests, as required. Promotes hotel services, amenities and upsells products to the guests in accordance with Five Star Service Standards. 

EXAMPLES OF DUTIES

ESSENTIAL FUNCTIONS:

Average Percent of Time

30% Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. Promotes and administers Trump Hotels Marketing Programs such as Trump Card, for arriving guests. Ensures guest knows location of room, and arranges for Associate to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guests.

20% Ensure rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel.. Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates.

15% Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.

10% Receives special requests from guests, and responds appropriately or forwards requests to appropriate Associates for decisions and actions.

10% Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other Associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.

10% Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.

SUPPORTIVE FUNCTIONS 

In 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 supervisor based upon the particular requirements of the company. 

• Attempts to communicate with guest in guest's native language, if applicable. 

• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues. 

• Summons Bell Services Associates to escort guests to/from their rooms as appropriate. 

• Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the guest. 

• Operate various office machines. 

• Performs duties as assigned by Director of Front Office and Front Office Manager

PHYSICAL REQUIREMENTS: 

Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours; Constant – 6-8 hours 

Physical Activity Frequency 

Sitting  Occasional 

Walking, standing  Constant 

Climbing stairs  Occasional 

Crouching/Bending/Stooping Occasional 

Pushing/Pulling  Occasional 

Stooping  Frequent 

Lifting and carrying  Occasional - up to 20 pounds. 

Reaching  Constant 

Grasping