Hotel - Front Desk Agent

Our company remains guided by its experience and ability to create long-term value in strategically focused markets. We continue to attract the best talent in the industry and remain focused on growing our organization with talented professionals along with our assets. Westminster is stronger than ever, and we stand poised for continued growth with our valued partners. Our mission is to go above and beyond to build thriving communities and exceptional experiences for our residents, guests, tenants, and teams. Our values represent what we strive to achieve every day. Every decision we have to make is guided by the "4 Be's". Be best in class. Be Solution-Oriented. Be Accountable. Be caring.

SUMMARY

The Front Desk Agent will organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. Secure payment; verify and adjust billing. Activate and distribute room keys. Process all guest requests and relay messages. Welcome and acknowledge all guests according to company standards, anticipate and address guest service needs, assist individuals with disabilities, and exceed all guest expectations.

QUALIFICATIONS

Prior cash handling experience necessary. High School graduate or G.E.D. equivalent. Ability to communicate effectively with the public and other employees. Read, write and speak English fluently. No employee will pose a direct threat to the health/safety of self or others.

PERFORMANCE STANDARDS

CUSTOMER SERVICE: Meet service quality standards that affect guest satisfaction; respond to guest questions or problems in a timely, professional manner. WORK HABITS: Meet the hotel standards for work procedures, dress, grooming, attendance, and punctuality; report to work and return from breaks on time; give advance notice when absence is anticipated; require typical amount of supervision; accept work assignments without complaints. PERSONAL DEVELOPMENT: Accept opportunities to learn new skills, improve performance or cross-train for other hotel positions; solve routine problems that occur on the job; ask questions when not sure how to complete something; learn new skills as quickly as most others in the same job. SAFETY AND SECURITY: Be alert to hazards and responsible in carrying out hotel’s safety, security, and emergency procedures; suggest ways to improve safety conditions that reduce or prevent accidents and injuries; participate on safety committee or other special projects for safety; actively seek and report potential security risks or hazardous conditions. FRONT DESK OPERATIONS: Follow the hotel’s recommended guest arrival and departure procedures; understanding of computer-based front desk systems is sufficient to perform the primary responsibilities of the job; answer guests’ questions about the hotel services and amenities.

ESSENTIAL FUNCTIONS

Constantly. Answer guest questions and offer information and assistance. Constantly. Answer telephones. Constantly. Check guests in and out. Constantly. Communicate with other departments to fulfill guest needs. Constantly. Maintain work area neat and organized. Constantly. Maintain keys in secure area. Constantly. Report all unsafe conditions immediately. Constantly. Update information in the computer systems as needed (i.e., post charges). Frequently. Complete other duties as assigned by supervisor to include cross training. Occasionally. Attend all mandatory meetings. Occasionally. Follow checklist for required duties and timelines. Occasionally. Process personal and traveler’s checks, handle safe deposit boxes. Occasionally. Read, pass on log and communicate with previous shift. Occasionally. Run reports and complete them, i.e., high balance, cash basis, etc. Occasionally. Other duties as assigned by Supervisor.

PHYSICAL REQUIREMENTS

SITTING: Rarely. STANDING/WALKING: Constantly. At the front desk on tile or carpet. CROUCHING (BEND AT KNEES): Frequently. When getting supplies from cabinets, picking things up from floor and loading the printers with paper. KNEELING/CRAWLING: Rarely. STOOPING (BEND AT WAIST): Constantly. Getting keys, supplies and doing paperwork on the front desk. TWISTING (KNEES/WAIST/NECK): Constantly. Working with several people at once; watching for guests; retrieving materials. CLIMBING: Rarely. BALANCING: Rarely. LEG/FOOT USE: Rarely. REACHING (OVERHEAD/EXTENSION): Constantly. Passing materials to guests over the front desk counter. HANDLING/GRASPING: Constantly. Handling telephones, folios, files, supplies, keyboards, grasping pens, telephones and credit cards. FINGERING/FEELING: Constantly. Computer keyboard. PUSHING/PULLING: Occasionally. Average weight: 5 lbs.; maximum weight: 20 lbs. LIFTING/CARRYING: Occasionally. Average weight: 5 lbs.; maximum weight: 20 lbs. OTHER PHYSICAL DEMANDS: Rarely. We're an equal opportunity at will employer, an equal housing provider, and we do not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin. #J-18808-Ljbffr Westminster-Management