Front Desk Agent

Overview

The Front Desk Agent is responsible for providing the highest quality guest service as it pertains to checking in/out of hotel guests; assisting guests with their luggage; taking hotel reservations; and answering guest questions in a gracious and professional manner. Demands accuracy with daily accounting procedures.

Salary Rate: $18.50/hour

Responsibilities

Enthusiastically welcome our guests, anticipate their needs, assist them with check in and check out, and respond promptly with your personal spirit, however busy and whatever time of day. Create memorable experiences with a warm, welcoming personality that can relate to guests and associates. Utilize the freedom to go beyond to take initiative to resolve guest complaints and create loyalty. Share your personal passions and knowledge of the services and amenities available to guests to help them feel at home. Collaborate with team members to communicate what you see and hear to staff and management to ensure the guests' needs are being met. Enjoy multi-tasking at a fast pace while having an impeccable eye for detail l to ensure accuracy and efficiency.

Qualifications/Skills:
Requirements are representative of minimum levels of knowledge, skills and /or abilities. To perform this job successfully, the team member will possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodation.
Essential:
1. Ability to satisfactorily communicate in English (interact, understand, & respond) with guests, co-workers and management to their understanding.
2. Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
3. Ability to accurately compute and manipulate mathematical calculations.
4. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
5. Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact, and diplomacy to defuse difficult situations.
6. Ability to work well under pressure and multitask.
7. High school graduate.
8. Punctuality and reliable attendance.
9. Interpersonal skills and the ability to work well with co-workers and guests.

Essential Job Functions:
• A warm personality, attentive, and presentable.
• Committed to delivering high levels of customer service.
• Responds courteously and efficiently to queries and problems from guests, and all staff.
• Check-in and check-out hotel guests in a confident, professional, and friendly manner. Initiate upgrades offer and other upsell programs to maximize revenue
• Direct guests to their rooms and provide information about resort amenities and events, such as restaurant and bar hours, wellness activities, etc...
• Provide gracious and efficient guest communication. Calls and emails should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Provide luggage assistance to guests as needed in a friendly and efficient manner.
• Review arrivals noting special requests and blocking rooms as necessary for VIP guests and group arrivals.
• Complete all items as listed on shift checklists.
• Ensure proper credit card procedures are followed to include credit card imprint and guest signature.
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift.
• Maintain complete knowledge at all times of:
a. all hotel features/services, hours of operation.
b. all room types, numbers, layout, décor, appointments and location.
c. all room rates, special packages and promotions.
d. daily house count and expected arrivals/departures.
e. room availability status for any given day.
f. scheduled daily group activities.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Take, record and relay messages accurately, completely, and legibly using ALICE system.
• Accept and record wake-up call requests for Night Audit to complete
• Communicate arrival guest information to designated departments/personnel (i.e., special requests, amenity deliver).
• Meet with departing Guest Experience Host to review business status and follow-up items.
• Provide Concierge service - fluent knowledge of local restaurants, unique events, city attractions, and guest amenities.
• Knowledgeable of hotel fire and emergency procedures.
• Encourage guest online engagement through conversation and Trip Advisor review card
• Keep the front desk as well as lobby areas clean and well organized.

Secondary Job Functions:
• Assist with reservations/group sales/event requests and relay the information to the designated departments.

Qualifications

Flexibility. This is a demanding business and we look for flexibility with work days and hours, but it's also a lot of fun! Experience. Previous experience passionately providing service to others and assisting them with creating authentic vacation or travel experiences. People Person. The best part of serving others is creating guest experiences that go beyond the expected. Great communicator. Providing amazing experiences requires the ability to communicate both verbally and through legible and grammatically correct writing. A qualified applicant is a "people person" who is flexible with their schedule, loves to serve others, and knows how to multi-task while ensuring accuracy.

Prerequisites:
• Excellent communication and listening skills.
• Ability to work under pressure.
• Excellent organizational and prioritization skills, attention to detail, and problem-solving skills.
• Must be mature, pleasant, courteous, cooperative and an enthusiastic team player who displays good human relations' skills.
• Must be flexible in working hours, including weekends, evenings and holidays.
Desirable:
• Previous guest relations training
• Previous experience with automated property management system
• Previous hotel experience

Essential Physical Abilities:
• Endure various physical movements throughout the work areas, such as reaching, bending, and stooping.
• Remain in stationary position for a maximum eight hours (excluding meal and rest breaks) throughout work shift.
• Ability to grasp, bend, and stoop; push or pull heavy loads weighing up to 50 lbs.; and lift and/or carry or otherwise move packages, boxes, and luggage.

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