Front Desk Agent

Essential Functions

• Answer the phone and operate the telephone switchboard
• Greet and welcome all guests in a professional and hospitable manner
• Register guests and assign them a guest room
• Have a thorough working knowledge of hotel property management system, Innquest
• Verify customers' credit, and establish how the customer will pay for their bill
• Keep records of room availability and guests' accounts using the specified computer system Innquest
• Working knowledge of all rates, packages, and booking restrictions
• Review the reservation transaction reports daily
• Compute bills and collect payments from guests
• Issue room keys and help guest get all of their luggage to their rooms
• Have full knowledge of all parking options and charges, always offering luggage assistance
• Monitor guest accounts and post charges
• Review accounts and charges with guests during the check out process
• Contact housekeeping or maintenance staff when guests report problems
• Advise housekeeping staff when rooms have been vacated and are ready for cleaning
• Keep in contact with housekeeping to keep accurate records of room status
• Professionally handle guest complaints, solving problems, and follow up using EA service culture standards, apologize and emphasize with guests when responding complaints
• Receive and expedite all guest messages, faxes, packages and mail received
• Verify and update room rates
• Make and confirm reservations over the phone and those submitted online
• Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions
• Record guest comments or complaints, referring customers to managers as necessary
• Maintain the lobby and sitting area including ensuring the coffee, other beverages and snacks are replenished and maintained
• Recording and setting wake up calls
• Handle all lost and found inquiries efficiently and professionally, following proper guidelines
• Deposit guests' valuables in hotel safes or safe-deposit boxes
• Responsible for safekeeping and issuance of keys
• Responsible for handling department banks
• Date-stamp, sort, and rack incoming mail and messages
• Attend weekly department meetings
• Devise packages and other deals for the upcoming periods
• Updating and maintaining the website- especially when it comes to special stay packages and deals
• Be informed of all events taking place at the hotel on a daily basis
• Yield Management implementation
• Posting bills and charges to the accounts of small groups
• Answer questions for guests both at the front desk and over the phone
• Make special deliveries to guest rooms with gift baskets, champagne, and other special ordered food and beverage items
• Know all safety and emergency procedures, including handling of emergency phone calls and what to do in an emergency situation
• Keep log of all maintenance problems and inform houseperson of said problems
• Responsible for emergency response and evacuation according to company emergency procedures manual

Requirements

• Flexibility to step into whatever role is needed at the time in order to deliver exceptional customer service. This may include taking on job responsibilities outside of this job description and may require assisting other departments in their regular functions.
• Ability to comply with all hotels policy and procedures.
• Willingness to work weekends, holidays, and/or flexible hours
• Ability to lift 30 lbs.
• Ability to stand for 8 hrs length of time
• Ability to bend frequently during a shift
• Ability to work on a computer for 8 hours day.

Benefits

Benefits are an important part of the total compensation that is offered, providing peace of mind and financial well-being. Ethan Allen is committed to offering a variety of benefits that allow associates to choose whether or not to participate based on personal and family needs. Some of the benefits offered are 401(k) plan (with Employer contributions), two Medical Plans with Prescription Drug Coverage, Health Savings Account (including Employer contributions), Dental Plan, Vision Plan, Basic Group Term Life & Accidental Death & Dismemberment, Supplemental Group Term Life & AD&D Insurance, Dependent Group Term Life Insurance, Short and Long-Term Disability (Full-Time associates only), Business Travel Accident Life Insurance, Flexible Spending Accounts – Health Care & Dependent Care, Commuter Saving Plans – Public Transit & Parking, Voluntary Whole Life Insurance, Voluntary Critical Care Insurance, Voluntary Accident Insurance and Employee Assistance Program.