Front Desk Agent

Front Desk Agent

Essential Functions:

1. Full Time position / Holidays/ Weekend.
2. Answer the phone and operate the telephone switchboard
3. Greet and welcome all guests in a professional and hospitable manner
4. Register guests and assign them a guest room
5. Have a thorough working knowledge of hotel property management system, Innquest
6. Verify customers' credit, and establish how the customer will pay for their bill
7. Keep records of room availability and guests' accounts using the specified computer system Innquest.
8. Working knowledge of all rates, packages, and booking restrictions
9. Review the reservation transaction reports daily
10. Compute bills and collect payments from guests
11. Issue room keys and help guest get all of their luggage to their rooms
12. Have full knowledge of all parking options and charges, always offering luggage assistance
13. Monitor guest accounts and post charges
14. Review accounts and charges with guests during the check out process
15. Contact housekeeping or maintenance staff when guests report problems
16. Advise housekeeping staff when rooms have been vacated and are ready for cleaning
17. Keep in contact with housekeeping to keep accurate records of room status
18. Professionally handle guest complaints, solving problems, and follow up using EA service culture standards, apologize and emphasize with guests when responding complaints
19. Receive and expedite all guest messages, faxes, packages and mail received
20. Verify and update room rates
21. Make and confirm reservations over the phone and those submitted online
22. Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions
23. Record guest comments or complaints, referring customers to managers as necessary
24. Maintain the lobby and sitting area including ensuring the coffee, other beverages and snacks are replenished and maintained
25. Recording and setting wake up calls
26. Handle all lost and found inquiries efficiently and professionally, following proper guidelines
27. Deposit guests' valuables in hotel safes or safe-deposit boxes
28. Responsible for safekeeping and issuance of keys
29. Responsible for handling department banks
30. Date-stamp, sort, and rack incoming mail and messages
31. Attend weekly department meetings
32. Devise packages and other deals for the upcoming periods
33. Updating and maintaining the website- especially when it comes to special stay packages and deals
34. Be informed of all events taking place at the hotel on a daily basis
35. Yield Management implementation
36. Posting bills and charges to the accounts of small groups
37. Answer questions for guests both at the front desk and over the phone
38. Make special deliveries to guest rooms with gift baskets, champagne, and other special ordered food and beverage items
39. Know all safety and emergency procedures, including handling of emergency phone calls and what to do in an emergency situation
40. Keep log of all maintenance problems and inform houseperson of said problems
41. 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.

Compensation

The hourly rate for this position ranges from ___________ to ____________, depending on experience.

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. Benefit availability varies based on full-time or part-time employee classification.