Front Desk Agent

Front Desk Agent

Join us in the rewarding career of providing "The Home You Deserve, Service You Trust."

General Purpose of Job:

As Front Desk Agent, you will be expected to greet and respond to customers in a professional courteous manner by providing accurate and timely information and services. Additionally, you will be responsible for all aspects of front desk operations including assisting the General Manager with the day-to-day leasing activities and operations. You will be expected to maintain a professional and friendly demeanor when interacting with hotel customers as well as hotel associates.

Essential Duties and Responsibilities:

• Courteously answers inquiries and accepts reservations/leasing prospectives, both in person and by telephone, by accurately communicating rental rates/leasing information and additional pertinent information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue. Responsible for mastering phone techniques, closing techniques, and follow up procedures. This also includes processing rental applications and accurate verification as specified in rental criteria
• Responsible for showing apartments and floorplans and must develop knowledge of the product, market, and property in order to successfully lease the property.
• Duties will include refreshments, signs/balloons, opening/closing show units, and walking common areas and the tour path. A daily checklist is utilized at each property.
• Responsible for marketing the property under the guidance of the Assistant General Manager/General Manager This includes promotions, outreach marketing, and finding ways to promote the property to generate traffic.
• Responsible for move in files and proper procedure in the move in process. The files should be organized and include all proper lease documentation, property addendums, and all signatures must be obtained.
• Community Policies must also be explained to residents upon move in. The file will be placed in order of the file checklist, lease signed by the manager, and it will be completed in the management software.
• This includes a move out inspection, accepting keys, assessing charges, taking pictures, and accurate notes for each move out
• Responsible for office organization and office administration including filing invoices, maintaining work order system, and keeping all lease documents organized and accurate
• Entering work orders information, printing, completing, and proper follow up with residents after completion of work order. The leasing consultant is responsible for correspondence with residents regarding work orders or delays
• Responsible for the weekly status report due each Monday with accurate reporting of the leasing activity for the week and the current statistics.
• Maintain professional appearance at all times
• Regularly calculates and/or posts monies, receipts, guest/residents accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank (petty cash) as specified by RCMI agreement policy.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone
• Completes established check-in procedures for arriving guests/residents on a daily basis, using both manual and computerized methods, in order to ensure guests/residents are satisfied and in rooms as requested.
• Facilitates guest/residents departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.
• Must be able to operate the telephone equipment by accepting incoming calls, assisting with outgoing calls, setting up and scheduling wake-up calls and paging guests/residents to provide guests/residents with timely and efficient service.
• Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests/residents in order to ensure the information is received by the guests/residents in the most timely and accurate method possible.
• Provides assistance to other associates and departments to contribute to the best overall performance of the department and the hotel.
• Prepare all necessary daily reports during and summary cash balances during each shift for management team
• Assist late-night guests/residents, process check-ins and check-outs, and address other customer requests.
• Responsible for cleanliness and restocking of coffee bar according to RCMI standards
• Maintain guest service and personally demonstrate commitment to guest service by responding to their needs
• Track room availability and occupancy Check in and check out guests/residents
• Understands and follows policies for the hotel's key control system
• Updated knowledge of local housing, health and safety codes and regulations that apply to the hotel and ensure compliance
• Updated knowledge and ability to execute all hotel emergency procedures, equipment and utility shutoffs
• Recognize and report potential safety hazards, such as broken doors or railings, fire hazards, etc.
• Perform any other job-related duties as assigned as business needs may arise

Position Requirements: Education and/or Experience, Skills and Abilities:

• High school graduate, front desk experience preferred
• Math aptitude at High School level and knowledge of cash handling procedures
• Able to meet guests/residents needs on a timely, friendly, and efficient manner
• Team player and is quick to implement company and senior leadership directives
• Effective in handling problems in the workplace including preventing, identifying, and solving problems as necessary

Computer & Equipment Skills:

• Proficient in personal computer skills and business-related software including Microsoft office products and use of e-mail
• Excellent Communication Skills, both written and verbal
• Hospitality Management Software
• Hospitality Reservation Systems