Front Desk Agent

Job TitleJob DescriptionQualification StandardsEducation & Experience:Experience in a hotel or a related field preferredHigh School diploma or equivalent requiredCollege course work in related field helpfulPrevious customer service experience strongly preferredTools & Equipment:Computer, Credit Card Authorization machine, projector, copier, scanner, other office equipment, telephone, two-way radioAbility to work in Excel, Word and various other software programsWork Environment:Under variable temperature conditionsUnder variable noise levelsIndoorsAround dust and or mite hazardsPhysical Requirements:Long hours sometimes requiredLight work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objectsAbility to work under variable temperatures and noise levelsNear Vision - The ability to see details at close rangeAbility to bend, stretch, twist or reach with your body and armsMust be able to stand and/or walk for lengthy periods of timeMental Requirements:Oral and Written Comprehension and Expression - Must be able to convey & understand information and ideas in EnglishMust be able to evaluate and select among alternative courses of action quickly and accuratelyMust be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessaryMust have the ability to assimilate complex information, data, etc. from multiple sources and consider, adjust, or modify to meet the constraints of the particular needMust be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guestsMathematical Reasoning - Must be able to work with and understand financial information and data, and basic arithmetic functionsMulti-lingual skills helpfulDuties & FunctionsEssential:Approach all encounters with guests and employees in a friendly, service-oriented mannerMaintain regular attendance, as required by scheduling which will vary according to the needs of the hotelMaintain high standards of personal appearance and grooming, as defined in the hotel handbook, when workingComply at all times with New Castle standards and regulations to encourage safe and efficient hotel operationsPositively interact with hotel guestsCheck guests into or out of the hotelConfirm credit and payment method at check inConfirm full payment at check outLog all requests and confirm completionDirect guests to daily functions within the hotelPrepare express checkouts to be mailed daily (day shift)Review PMS inventory and house count for availability and ratesBook reservations for day of arrival or future staysBalance and prepare individual paperwork for closing shiftBalance bank dailyMaintain and market special guest programsHandle incoming/outgoing callsTake and deliver messagesBe familiar with guest privacyStay up to date with Events and FunctionsProvide information about hotelKnow emergency proceduresPerform bucket checksKnow VIP proceduresRun copies and charge guests as neededCharge guests accordingly such as pet fees, early departures, ETC.Run daily arrival report and mark registration cards for special requestsReview changes in Policy and ProcedureDistribute faxes, packages, and mail to guest services for delivery, or inform guest of receiptStock and clean workspace for next shiftDistribute billing reports to hotel outletsPrepare key check inventoryCommunicate with Housekeeping for future arrivalsKeep immediate supervisors fully informed of all challenges or matters requiring his/her attentionMarginal:Other duties as requiredParticipate in all departmental meetingsBenefits at the AC Hotel & Residence Inn MissoulaWe believe that taking care of our team means more than just a paycheck. Here's what you can expect when you join us.Part-Time Employee Benefits: Part-time employees are eligible for the following:Holiday pay at time and a half for hours worked on recognized company holidaysBereavement leave and pay for the loss of an immediate family member401(k) with company matching$600 employee referral bonus programFull-Time Employee Benefits: Full-time status is defined as working 30 or more hours per week. Full-time employees are eligible for our complete benefits package, including everything listed above plus:Health & Insurance Benefits: New full-time employees have 30 days from their start date to enroll in benefits. Our plans include:Medical insurance with virtual visit optionsHSA, FSA, and DCSA accountsDental and vision coverageLife insurance and AD&DVoluntary Short-Term and Long-Term Disability (VSTD/VLTD)Nationwide Pet Insurance — all pet plans carry a $250 deductibleID Watchdog Identity Theft Protection — real-time alerts and expert support so you never have to face identity theft aloneEmployee Assistance Program (EAP): Life happens, and we want you supported beyond the workplace. Our EAP gives you access to:Licensed therapists and mental health supportLegal consultations and financial expert guidanceResources for childcare, pet care, home repair, and moving servicesA library of articles, podcasts, videos, and more - available anytimeTime Off & Holidays: We recognize 6 company holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and Christmas Day.Holiday Pay: Full-time and part-time employees who work a recognized holiday earn time and a half. Full-time employees not scheduled to work a holiday receive 8 hours of holiday pay at their regular rate.Birthday Floating Holiday: Full-time employees receive a floating holiday to celebrate their birthday, to be used within their birthday month.PTO: Accrual begins on your first day of employment and becomes available for use after completing your 90-day introductory period. PTO accrues at a rate of 0.0385 hours per hour worked, up to a maximum of 80 hours (10 days) per year. We cap carryover at 80 hours because we genuinely believe time away from work is essential. Once you hit the cap, accrual pauses until you've used some of that well-earned time off.Sick Time: After completing the 90-day introductory period, full-time employees accrue sick time at 1 hour for every 30 hours worked, up to a maximum of 40 hours.FMLA: Available to full-time employees who meet federal eligibility requirements.Jury Duty: We've got you covered if you're called to serve. Full-time employees who have completed their introductory period will receive the difference between their regular rate of pay and jury duty pay, based on their normal scheduled hours - up to 8 hours per day and 40 hours per week for each day of jury service.Bereavement Leave: Full-time and part-time employees who have completed their introductory period and experience the loss of an immediate family member will be granted paid time off for the time actually lost from their regularly scheduled shifts. We are sorry you'll ever need this, but we want you to be able to grieve without added financial stress.401(k) Retirement Plan: All employees are automatically enrolled in our 401(k) plan at a 3% upon completing their 90-day introductory period. The company provides matching New Castle Hotels