Front Desk Agent

Job Details Job Location: Homewood Suites - Grand Rapids - GR HS LLC - Grand Rapids, MI 49503 Salary Range: $16.00 hourly Department: Front Office Supervisor Title: Front Office Manager; Assistant General Manager; General Manager Job Summary To ensure a high level of guest satisfaction by attending to the needs of the guests in an efficient and courteous way during check‑in, check‑out, and throughout their stay. Responsibilities Be flexible in regard to work schedule. Report to work on time, in a proper and clean uniform, including name tag. Must have a valid driver’s license and proof of insurance. Handle all duties according to hotel policies, procedures, internal rules and standards. Conform to cash handling procedures at all times. Be knowledgeable about daily hotel operations, staying up-to-date with all changes, new procedures and events. Have knowledge about room rates, packages, discounts and promotions and know how to handle each. Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel. Be aware of current guest service scores and be able to understand guest comments and needs; be an active participant in achieving the GSS goals of the hotel. Operate hotel reservations software competently and efficiently. Perform guest registration and room assignment, accommodating special requests of all guests. Be knowledgeable about brand‑specific reward programs and other frequent‑traveler programs. Answer phones according to proper etiquette standards and as quickly as possible (no more than three rings). Know policies and procedures for safe deposit boxes. Ensure cleanliness of the front desk and back‑office area at all times. Keep computer equipment clean. Utilize spare time for cleaning i.e., lobby, entrances, public restrooms and any other areas included on the cleaning checklist. Assist all guests with problems and questions as required; ensure all guest problems are resolved by using brand‑specific problem‑resolution guidelines. Assist fellow associates in their jobs when able to improve daily operations of the hotel. Have knowledge about all emergency procedures and know how to act on them. Have knowledge about the city, local area and attractions to provide the guests with all requested information. When leaving the front desk, it is mandatory for the cashier to lock the bank so the cash is secured. Report any unusual occurrences or requests to the manager. Greet all guests immediately and offer assistance before the guest needs to ask; focus all attention on the guest. Use the AM, PM, and night audit daily checklists to ensure smooth daily operations. Perform other duties as assigned. Pass required driver’s licensing requirements. Physical Requirements Sitting rarely Walking frequently Climbing stairs occasionally Standing constantly Crouching/bending/stooping occasionally Reaching occasionally Grasping frequently Pushing/pulling occasionally Near vision constantly Far vision frequently Hearing constantly Talking constantly Smell constantly Taste constantly Lifting/carrying up to 50+ lbs. Notice The hotel business operates seven days a week, 24 hours a day. Due to this, it may be necessary to move associates from their accustomed shifts to conform to the demands of the hotel and our guests. In addition, this is the hospitality business and a hospitality service atmosphere must be projected at all times. Upon employment, all employees are required to fully comply with all rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate hotel rules and regulations will be subjected to disciplinary action, up to and including termination of employment. I have read and understand my job description as stated above. #J-18808-Ljbffr