Front Desk Agent

Overview Ascent Hospitality has an extensive portfolio of hotels and a strong pipeline of new properties and acquisitions, but we’re not about numbers…we’re about people and that remains our foundation. Our culture expresses a memorable experience for all of our Team Members and guests alike. So we’re constantly looking for individuals who work well together for a unified purpose. For our leadership, we’re looking for accomplished individuals with a passion to serve others, strong communicators who clearly understand the needs of others and trendsetters who excel at challenges and change. If this is what you’re all about, consider joining our Team. Benefits Health, Dental, Vision, Life Insurance, and other supplemental options 401k with employer MATCH Paid PTO Uniforms Provided for most positions Essential Functions Maintain professional dress and conduct at all times. Greet guests immediately with a friendly, sincere welcome, maintain eye contact, use a positive, clear speaking voice, listen to guest requests and respond appropriately. Follow brand standards and loyalty programs. Provide information about the hotel, available rooms, rates and amenities. Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible. Promptly complete the registration process, input and retrieve information from the computer, confirm pertinent information (number of guests, method of payment, length of stay), select guest rooms based on guest needs/request, confirm room number and rate verbally, and close out guest accounts at time of check‑out. Inform customers about payment methods and verify that ID and payment method match. Verify credit cards for authorization using electronic acceptance methods; handle cash, make change, and balance the assigned cash bank; accept and record vouchers and other forms of payment; process payments per established procedures. Maintain cash bank per policy guidelines and comply with all accounting procedures. Consistently adhere to uniform, grooming and appearance standards. Maintain effective communication with all hotel departments. Stay aware of issues relating to hotel operations. Apprise management of any concerns or suggestions. Communicate with housekeeping staff to ensure all rooms are available for check‑in by check‑in time and all departures are completed by check‑out time. Confirm group reservations and arrange personalized experiences for guests and event attendees such as wedding guests. Maintain knowledge of standards and company policies. Understand how travel planning websites operate, such as Booking and TripAdvisor. Adhere to safety, security and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards; handle guest room keys, protect guest-related information and conduct weekly inventory of guest room keys. Understand and operate front office telephone and computer systems. Promptly answer the telephone using a positive, pleasant tone of voice and following the established verbiage. Respond to guest complaints in a timely and professional manner; apprise management of all guest complaints/problems, including those that have been resolved. Must be able to work flexible work hours/schedule. Performs other duties and responsibilities as requested. Specific Job Knowledge, Skills and Abilities Previous experience as a hotel Front Desk Agent preferred. Excellent communication and organizational skills. Ability to understand, read, write and speak English and communicate with guests and Team Members of other departments. Familiarity with a computer and ability to type using a keyboard. Familiarity with operation of office equipment such as a copier, printer, facsimile machine and telephone. Ability to apply common sense understanding to carry out instructions given. Ability to comply in standardized situations with only occasional or no variables. Work flexible shifts. Excellent customer service skills. Ability to work without constant supervision. Physical Demands Must be able to stand for long periods, use arms, hands and legs repetitively, handle or feel objects, tools or controls, reach with hands and arms, and stoop, kneel, crouch or crawl. Must be able to walk, climb or balance, talk and hear. May be required to regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Must be capable of effectively using close vision, distance vision and color vision. Able to operate in mentally and physically stressful situations. Qualification Standards High school education or equivalent is required; some college preferred. Preferred six months related experience in hotels or customer service training. Must be able to work in a team environment. #J-18808-Ljbffr