POSITION SUMMARY
The Front Desk Agent is responsible for warmly greeting guests, efficiently managing check-ins and check-outs, and issuing room keys. This role requires answering guest inquiries and resolving requests or complaints in a safe manner, adhering to all company policies, brand standards, and federal, state, and local regulations. Additionally, the agent is responsible for processing guest folios and handling payments, ensuring strict compliance with all cash handling, credit card processing, and accounting policies and procedures. The agent must also comply with all guest service basics such as uniforms, nametags, and proper greeting. This position requires the front desk agent to be standing. They should be knowledgeable about hotel facilities, surrounding areas, and services to assist guests as appropriate. Finally, the agent must ensure all communication containing Company, hotel, brand, guest, and employee information is consistent with privacy policies, practices, and regulations.
ESSENTIAL FUNCTIONS
Process guest check-ins and room assignments following hotel’s rate structures, discount and sell/upsell strategies
Pre-register, block reservations, create key packets as appropriate
Liaise with Housekeeping and Maintenance teams to ensure all rooms are clean and furnished to accommodate guest needs as well as maintain open lines of communication with all other departments
Manage online and telephone reservations ; Take same day and future reservations ; Cancel room reservations or early departures according to policies and procedures.
If necessary, walk guests due to oversell in a professional and courteous manner
Assist guests with transportation arrangements, answer inquiries about hotel services, in-house events, amenities, directions, local attractions etc.
Prepare and distribute daily reports, shift reports and or incident reports as necessary
Attend department meetings as scheduled
Practice safe work habits and comply with sanitary, safety, security and emergency procedures
Report emergencies, injuries, accidents, missing articles, damage, safety hazards etc. to management
Report any deviation from policies, procedures, brand standards and regulations to management
Check with supervisor before leaving work area for any reason
Perform special projects, tasks, duties and other responsibilities as assigned
SKILLS & ABILITIES
Arrive at work on time and in proper uniform
Timely compile facts/figures; identify and investigate issues and resolve basic matters
Speak, listen, write and identify distress signs
Apply consistent, professional behavior with effective listening and communication skills
Operate office equipment such as telephone, calculator, computer, scanner, copier, fax etc.
Operate smart devices
Remain flexible and efficient under pressure
Strong English communication skills are required
WORKING CONDITIONS & PHYSICAL EFFORT
Inside: Protection from weather conditions but not necessarily from temperature changes. A job is considered "inside" if the worker spends approximately 75% or more of the time inside. Work is normally performed in an interior hotel environment. The exposure to hazards or physical risks requires basic safety precautions and use of applicable protective equipment.
Physical requirements include ability to frequently move around the hotel property; remaining in a standing position for extended periods of time; bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds.
The job requires close vision with or without corrective lenses. This position may be required to operate a motor vehicle.
Pay: $17.00 - $18.00 per hour
Benefits:
- Dental insurance
- Health insurance
Work Location: In person
