Front Desk Agent

Job Description

Job Description

Qualification Standards

Education & Experience:

• Experience in a hotel or a related field preferred
• High School diploma or equivalent required
• College course work in related field helpful
• Previous customer service experience strongly preferred

Tools & Equipment:

• Computer, Credit Card Authorization machine, projector, copier, scanner, other office equipment, telephone, two-way radio
• Ability to work in Excel, Word and various other software programs

Work Environment:

• Under variable temperature conditions
• Under variable noise levels
• Indoors
• Around dust and or mite hazards

Physical Requirements:

• Long hours sometimes required

• Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects
• Ability to work under variable temperatures and noise levels
• Near Vision - The ability to see details at close range
• Ability to bend, stretch, twist or reach with your body and arms
• Must be able to stand and/or walk for lengthy periods of time

Mental Requirements:

• Oral and Written Comprehension and Expression - Must be able to convey & understand information and ideas in English
• Must be able to evaluate and select among alternative courses of action quickly and accurately
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
• Must have the ability to assimilate complex information, data, etc. from multiple sources and consider, adjust, or modify to meet the constraints of the particular need
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests
• Mathematical Reasoning - Must be able to work with and understand financial information and data, and basic arithmetic functions
• Multi-lingual skills helpful

Duties & Functions

Essential:

• Approach all encounters with guests and employees in a friendly, service-oriented manner
• Maintain regular attendance, as required by scheduling which will vary according to the needs of the hotel
• Maintain high standards of personal appearance and grooming, as defined in the hotel handbook, when working

• Comply at all times with New Castle standards and regulations to encourage safe and efficient hotel operations
• Positively interact with hotel guests
• Check guests into or out of the hotel
• Confirm credit and payment method at check in
• Confirm full payment at check out
• Log all requests and confirm completion
• Direct guests to daily functions within the hotel
• Prepare express checkouts to be mailed daily (day shift)
• Review PMS inventory and house count for availability and rates
• Book reservations for day of arrival or future stays
• Balance and prepare individual paperwork for closing shift
• Balance bank daily
• Maintain and market special guest programs
• Handle incoming/outgoing calls
• Take and deliver messages
• Be familiar with guest privacy
• Stay up to date with Events and Functions
• Provide information about hotel
• Know emergency procedures
• Perform bucket checks
• Know VIP procedures
• Run copies and charge guests as needed

• Charge guests accordingly such as pet fees, early departures, ETC.
• Run daily arrival report and mark registration cards for special requests
• Review changes in Policy and Procedure
• Distribute faxes, packages, and mail to guest services for delivery, or inform guest of receipt
• Stock and clean workspace for next shift
• Distribute billing reports to hotel outlets
• Prepare key check inventory
• Communicate with Housekeeping for future arrivals

• Keep immediate supervisors fully informed of all challenges or matters requiring his/her attention

Marginal

• Other duties as required
• Participate in all departmental meetings

Benefits at the AC Hotel & Residence Inn Missoula

We believe that taking care of our team means more than just a paycheck. Here's what you can expect when you join us.

Part-Time Employee Benefits: Part-time employees are eligible for the following:

• Holiday pay at time and a half for hours worked on recognized company holidays
• Bereavement leave and pay for the loss of an immediate family member
• 401(k) with company matching
• $600 employee referral bonus program

Full-Time Employee Benefits: Full-time status is defined as working 30 or more hours per week. Full-time employees are eligible for our complete benefits package, including everything listed above plus:

Health & Insurance Benefits: New full-time employees have 30 days from their start date to enroll in benefits. Our plans include:

• Medical insurance with virtual visit options
• HSA, FSA, and DCSA accounts
• Dental and vision coverage
• Life insurance and AD&D
• Voluntary Short-Term and Long-Term Disability (VSTD/VLTD)
• Nationwide Pet Insurance — all pet plans carry a $250 deductible
• ID Watchdog Identity Theft Protection — real-time alerts and expert support so you never have to face identity theft alone

Employee Assistance Program (EAP): Life happens, and we want you supported beyond the workplace. Our EAP gives you access to:

• Licensed therapists and mental health support
• Legal consultations and financial expert guidance
• Resources for childcare, pet care, home repair, and moving services
• A library of articles, podcasts, videos, and more - available anytime

Time Off & Holidays: We recognize 6 company holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and Christmas Day.

• Holiday Pay: Full-time and part-time employees who work a recognized holiday earn time and a half. Full-time employees not scheduled to work a holiday receive 8 hours of holiday pay at their regular rate.
• Birthday Floating Holiday: Full-time employees receive a floating holiday to celebrate their birthday, to be used within their birthday month.
• PTO: Accrual begins on your first day of employment and becomes available for use after completing your 90-day introductory period. PTO accrues at a rate of 0.0385 hours per hour worked, up to a maximum of 80 hours (10 days) per year. We cap carryover at 80 hours because we genuinely believe time away from work is essential. Once you hit the cap, accrual pauses until you've used some of that well-earned time off.
• Sick Time: After completing the 90-day introductory period, full-time employees accrue sick time at 1 hour for every 30 hours worked, up to a maximum of 40 hours.
• FMLA: Available to full-time employees who meet federal eligibility requirements.

Jury Duty: We've got you covered if you're called to serve. Full-time employees who have completed their introductory period will receive the difference between their regular rate of pay and jury duty pay, based on their normal scheduled hours - up to 8 hours per day and 40 hours per week for each day of jury service.

Bereavement Leave: Full-time and part-time employees who have completed their introductory period and experience the loss of an immediate family member will be granted paid time off for the time actually lost from their regularly scheduled shifts. We are sorry you'll ever need this, but we want you to be able to grieve without added financial stress.

401(k) Retirement Plan: All employees are automatically enrolled in our 401(k) plan at a 3% upon completing their 90-day introductory period. The company provides matching contributions, which is a meaningful investment in your financial future.

$600 Employee Referral Bonus: Know someone great? Send them our way. Both you and the referred employee are eligible for the $600 referral bonus, available to full-time and part-time employees alike. The bonus is paid out in three installments every two months through regular payroll. Please note that the program includes a 6-month clawback period - if the referred employee voluntarily leaves within 6 months, the newly hired employee will be required to repay the incentive to the hotel.