Rooms - Guest Service Agent 3

Front Desk Agent

The Front Desk Agent performs check-ins and check-outs of hotel guests courteously and efficiently. Processes all payments according to established hotel requirements. Provides a prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls when necessary. Plays an integral role in dispatching emergency situations (i.e. fire, medical, power/system failure) by contacting the designated personnel for immediate assistance. Provides information to guests and visitors. Greets and welcomes guests to the property at the welcome kiosk. Efficiently resolves guest issues and handles complaints forwarding to the supervisor or manager on duty when necessary.

Standard specifications:

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other associates or guests.

Skills and Qualifications:

Essential:

1. Experience in guest relations and resolution.
2. Minimum one (1) year previous experience in a similar position at a Four or Five Diamond Hotel.
3. Proficiency in reading, writing, and speaking the English language.
4. Ability to write legibly.
5. Ability to perform basic mathematical computations.
6. Team player.
7. Basic computer skills including Microsoft Office Suite.
8. Ability to multitask while maintaining a hospitable and professional demeanor.
9. Ability to focus attention to details.
10. Ability to maintain confidentiality of all guests and hotel information.
11. Clear thinker in pressure situations and exercise good judgments.
12. Ability to work with minimal supervision.

Desirable:

1. Previous experience in the capacity of Guest Service Agent at an upscale hotel/resort.
2. Knowledge of Property Management Systems
3. Some college or training in the hospitality industry.
4. Previous cash handling experience.

Essential Job Functions:

This job description in no way states or implies that these are the only duties to be performed by the associate occupying this position. Associates will be required to perform any other job-related duties assigned by their supervisor.

1. Handle guest complaints according to procedures, ensuring guest satisfaction and notifying supervisor or manager when necessary.
2. Provide accurate directions to guests and visitors.
3. Ensure the security of guest room access.
4. Suggest and up-sell available rooms.
5. Handle cash according to established procedures.
6. Maintain cleanliness and organization of Front Office areas.
7. Answer telephones.
8. Process guest check-ins and check-outs.
9. Answer and transfer calls
10. Welcome guests to the resort and direct them accordingly.
11. Accept and record wake-up call requests
12. Assist with Reservations calls when necessary.
13. Provide Concierge service when necessary.
14. Display standards of excellence and professionalism.
15. Work well under pressure and follow directions.
16. Maintain knowledge of:
1. Scheduled daily activities.
2. Daily arrivals and departures.
3. Hotel features, services and amenities.
4. Hours of operation for each outlet.
17. Work in a manner that promotes accident prevention.
18. Properly handle and maintain sensitive and confidential information.
19. Comply at all times with OVI standards and regulations to encourage safe and efficient hotel operations
20. Be available to give directions or order transportation for guests
21. Approach all encounters with guests and employees in a professional, service-oriented manner
22. Maintain regular attendance in compliance with OVIS Standards as required by scheduling which will vary according to the needs of the hotel
23. Maintain high standards of appearance and grooming, which include wearing the proper uniform and name tag while working
24. Other duties as assigned