Front Desk Agent

POSITION: Xperience Associate REPORTS TO: Senior Xperience Associate / Jr. Xperience Manager and Xperience Manager MIN REQUIREMENTS: High School Degree or Higher,6 months of hotel front desk experience SCHEDULE REQUIREMENTS: Flexible availability. Able to work AM or PM shifts and/or Night Audit shift when needed SUMMARY / OBJECTIVE The Xperience Associate is responsible for establishing and maintaining guest services along with being responsible for the various tasks involved in the overall operation of the front office , including maximizing sale and controlling expenses of the front office. The Xperience Associate will also assume the Manager on Duty role in the absence of the Xperience Manager. CONCEPT CORE VALUES  Guest Satisfaction - This commitment is based on the recognition that success in the lodging business cannot be achieved without making a serious and genuine commitment to meeting and exceeding customer satisfaction. Concept aspires to "delight" every customer.  Associate Satisfaction -As we treat our associates so shall they treat our customers. Successfully delivering customer service on a consistent basis dictates that the enterprise keeps its focus on associate happiness, their satisfaction. Concept nurtures and supports individual and team excellence. Page 2 of 3  Community - Concept is committed to supporting all its host communities and the greater lodging industry in which it conducts business.  Transparency - For the enterprise to operate efficiently, Concept is committed to continuously promoting and nurturing a work environment of open, honest, direct and timely communications at all times.  Accountability - Concept recognizes and appreciates that accountability means all associates take ownership for results and outcomes. We further understand that accountability requires providing necessary resources. Sustained success warrants that the entire organization is committed to delivering exceptional operating results.  Innovation - Concept views itself as an innovator and is committed to encouraging and rewarding innovation. GENERAL RESPONSIBILITIES  Be proficient on the use of office equipment and property management system  Have a good understanding of all hotel operating procedures  Enforce all existing and new policies and procedures with the front office and breakfast area staff  Register and assign rooms to guests  Respond to guest needs, requests and concerns  Collect payment from guests  Communicate pertinent guest information to designated departments SPECIFIC RESPONSIBILITES  Operations  Send end of the day activity and accomplishment email on a daily basis to the Xperience Manager and a copy to the Xperience Director  Be proficient on the use of the property management system  Have a good understanding of all hotel operating procedures, champion Standard Operating Procedures (SOPs)  Enforce all existing new policies and procedures with the front office and breakfast area staff  Register guests in and out per SOP's  Process reservations by mail, telephone, fax and central reservation system referrals  Have complete knowledge of room types and offered rate plans  Fully understand the hotels' policy on guaranteed reservations and no-shows  Process cancellations and modifications to reservations Page 3 of 3  Be proficient on the use of all front office equipment such as credit card machine, copier and fax  Constantly monitor front office communication logs  Monitor appearance of all front desk, business center, vending and breakfast areas  Inform the Xperience Manager of any unique situations or unusual developments in front office operations  Handle guest complaints effectively  Collaborate with Clean Team Manager regarding updated Room Status List to ensure Xperience Associate is aware of room statuses at designated times as outlined by SOP  Sales / Marketing  Solicit social media reviews from departing guests  Direct and coordinate "Wine Hour" procedures (at applicable properties where Wine Hour program exists  Human Resources  Promote goodwill by being courteous, friendly and helpful to guests, managers and all other associates OPTIMUM ATTIBUTES  Effective communication skills  Self-starter  Detail oriented  Pleasing personality  Good team player  Good listener  Well groomed and professional appearance  Open with praise, discrete with criticism  Innovative and creative  Problem solver  Effectively uses technology to accomplish hotels' goals and objectives  Customer and client focused  Ability to work under pressure/stress and maintain composure at all times