Front Desk Agent

Front Desk AgentFront Desk Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest's account upon completion of their stay. Primary responsibilities include: registering guests, making and modifying reservations, hotel operator, and concierge duties. Providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.Position RequirementsEducation & ExperienceHigh School diploma or equivalent required; College course work in related field helpfulExperience in a hotel or a related field preferredPossess a positive and upbeat personality with a desire to deliver outstanding customer service to our guestsDemonstrate the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customersMust be able to convey information and ideas clearlyMust be able to evaluate and select among alternative courses of action quickly and accuratelyMust work well in stressful, high pressure situationsMust be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessaryMust be effective at listening to, understanding, and clarifying the issues raised by co-workers and guestsMust be able to work with and understand financial information and data, and basic arithmetic functionsAbility to perform numerical operations using basic counting, adding, subtracting, multiplying and dividingAbility to read, comprehend and write simple instructions and/or short correspondence and memosAbility to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situationsAn operational knowledge of Microsoft Office suiteMust be willing and have the ability to work a varied schedule that may include evenings, nights, weekends and holidaysHolds an understanding of hotel products and guest services (i.e. lifestyle, full service, resort, etc)Ability to participate in the creation of an enjoyable work environmentJob Duties & FunctionsApproach all encounters with guests and associates in a friendly, service-oriented mannerMaintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards)Maintain regular attendance in compliance with company standards, as required by scheduling which will vary according to the needs of the hotelComply at all times with company policies, standards and regulations to encourage safe and efficient hotel operationsGreet and welcome all guests approaching the Front Desk in accordance with company standards; maintain a friendly and warm demeanor at all timesMaintain proper operation of the telephone switchboard and ensure that all company performance standards are metHandle requests for information, mail and messages in an efficient and courteous mannerAnswer guest inquires about hotel service, facilities and hours of operationAnswer inquiries from guests regarding restaurants, transportation, entertainment, etc.Establish and maintain good communications and teamwork with fellow associates and other departments within the hotelBe aware of all rates, packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted datesObtain all necessary information when taking room reservations and follow rate quoting scenarioBe familiar with all company policies and house rules as well as hospitality terminologyHave knowledge of and assist in emergency procedures as requiredHandle check-ins and check-outs in a friendly, efficient and courteous mannerFully comprehend and be able to operate all relevant aspects of the Front Desk computer systemEnsure logging and delivery of packages, mail and messages as needed to guests and meeting roomsUse proper two-way radio etiquette at all times when communicating with other associatesAs needed, deliver guest items such as luggage, newspapers, messages, packages, amenities, or other items requested by guests or team membersMaintain an up to date working knowledge of all property amenities as well as any special events, local area attractions and things to do around the hotelPerform other duties as assigned, which may include, but is not limited to the following: helping coworkers in other areas of the hotel, maintaining a clean and organized work area and overall cleanliness and safety throughout the hotel and groundsAccess to back of house areas of the hotel and sensitive informationDemonstrated ability to handle cash, prepare and deposit cash drops, secure and balance bankInteract and occasionally have unsupervised contact with guests and/or colleaguesAccess and control to sensitive areas in the hotel premises, including Master Keys and/or guestrooms, Storage/Liquor Room, and secured file cabinetsMaintain a high level of trust and responsibilityRepresent the company with certain level of reputation and good character as well as exercise sound judgement