Front Desk Agent

DESCRIPTION

Welcome and register hotel guests explaining the accommodations and establishing credit or method of payment. Check guests out of the hotel, preparing and explaining the bill. Respond to a wide variety of guest requests by accurately assessing their needs adding personal recommendations and touches to achieve maximum customer satisfaction while conforming with all hotel policies. Comply with any additional requests that may arise pertaining to guest or hotel needs.

Basic Skills:

• Talking to others to convey information effectively.

• Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

• Understanding written sentences and paragraphs in work related documents.

• Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Social Skills :

• Providing exemplary customer service to internal and external customers.

• Being aware of others' reactions and understanding why they react as they do.

• Actively looking for ways to help people.

• Adjusting actions in relation to others' actions.

• Teaching others how to do something.

• Bringing others together and trying to reconcile differences.

• Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Resource Management Skills:

• Managing one's own time and the time of others.

• Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work.

Tasks:

• Greet, register, and assign rooms to guests of hotels or motels.

• Contact housekeeping or maintenance staff when guests report problems.

• Issue room keys and escort instructions to bellhops.

• Verify customers' credit, and establish how the customer will pay for the accommodation.

• Make and confirm reservations.

• Keep records of room availability and guests' accounts, manually or using computers.

• Post charges, such as those for rooms, food, liquor, or telephone calls, to ledgers, manually or by using computers.

• Review accounts and charges with guests during the checkout process

• Record guest comments or complaints, referring customers to managers as necessary.

• Compute bills, collect payments, and make change for guests.

• Transmit and receive messages, using telephones or telephone switchboards.

• Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.

• Advise housekeeping staff when rooms have been vacated and are ready for cleaning.

• Perform bookkeeping activities, such as balancing accounts and conducting nightly audits.

• Clean and maintain lobby and common areas, such as restocking supplies and watering plants.

• Perform any additional duties as outlined by the manager on duty

Work Activities:

• Interacting With Computers

• Getting Information

• Performing for or Working Directly with the Public

• Making Decisions and Solving Problems

• Communicating with Supervisors, Peers, or Subordinates

• Resolving Conflicts and Negotiating with Others

• Identifying Objects, Actions, and Events

• Establishing and Maintaining Interpersonal Relationships

• Processing Information

• Updating and Using Relevant Knowledge

Detailed Work Activities:

• Calculate costs of goods or services.

• Clean facilities or equipment.

• Collect deposits, payments or fees.

• Discuss account status or activity with customers or patrons.

• Discuss goods or services information with customers or patrons.

• Provide information and/or distribute materials to employees or customers.

• Execute sales or other financial transactions.

• Greet customers, patrons, or visitors. Job Description: FRONT DESK

• Maintain financial or account records, verify accuracy of financial or transactional data.

• Make travel, accommodations, or entertainment arrangements for others.

• Operate communications equipment or systems.

• Refer customers to appropriate personnel.

• Report maintenance or equipment problems to appropriate personnel.

• Sort mail.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Standing, walking 100 % of time worked

• Reach with hands and arms

• Ability to lift 25 lbs unassisted

• Ability to stoop, kneel, twist body, bend occasionally

• Verbally communicate with others

Technology:

• Desktop and/or mobile devices with computer applications to manage information, including editing simple databases, inputting data, retrieving specific information.

• Facilities management software o InnQuest RoomMaster

• Gmail o Email

• Electronic mail software o Microsoft Outlook

• Office suite software o Microsoft Office

REQUIREMENTS