GENERAL PURPOSE OF JOB:
The Front Desk Agent is the first point of contact for guests and is responsible for ensuring a positive guest experience from check-in to check-out. This position requires excellent communication skills, the ability to multitask, and a focus on customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
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GUEST RELATIONS MANAGEMENT
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Be readily available and approachable for all guests.
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Take proactive approached when dealing with guest’s concerns.
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Extend professionalism and courtesy to guests at all times.
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Checking in and Checking out guests.
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Creates reservations per request of guests over the phone or in person.
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Follows hotel standards for interacting with guests.
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Maintain guest service as the driving philosophy of the hotel.
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Personally demonstrates a commitment to guest service by responding to guest needs
OPERATIONS-
Knows local health and safety codes and regulations that apply to the hotel.
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Greet and welcome guests upon arrival with a friendly and professional demeanor.
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Perform check-in and check-out procedures, ensuring accuracy and efficiency.
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Manage reservations, room assignments, and any special requests from guests.
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Handle guest inquiries, concerns, and complaints, resolving issues in a timely and courteous manner.
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Provide information about the hotel, local attractions, services, and amenities to guests.
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Process payments, including room charges, credit card transactions, and cash handling.
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Maintain a clean and organized front desk area and lobby.
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Ensure compliance with all hotel policies, procedures, and safety regulations.
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Communicate with housekeeping and maintenance departments to ensure rooms are ready for guests.
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Assist guests with luggage, transportation arrangements, or other services as needed.
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Keep accurate records of guest accounts, reservations, and transactions using the Hotel Management system.
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Assist with guest wake-up calls, messages, and other front desk services.
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Uphold guest confidentiality, privacy, and security standards.
ADDITIONAL RESPONSIBILITIES:-
Any other duties assigned by the direct or indirect Manager is required by the business operations.
EDUCATION and / or EXPERIENCE:
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1-3 years Hotel experience
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High school or GED equivalent, B.S. in Business or related Field strongly preferred
TECHNICAL SKILLS and OTHER REQUIREMENTS:
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Previous customer service experience, preferably in a hotel or hospitality setting.
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Strong communication and interpersonal skills.
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Ability to handle multiple tasks in a fast-paced environment.
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Proficiency with front desk systems, including hotel management systems
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Attention to detail and accuracy in financial transactions and guest records.
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Flexibility to work various shifts, including evenings, weekends, and holidays.
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A friendly and approachable demeanor with a focus on guest satisfaction.
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Problem-solving abilities and a proactive approach to addressing guest needs.
WORKING CONDITIONS/ENVIRONMENT AND PHYSICAL REQUIREMENTS:
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Moderate Noise
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Clear vision
AMOUNT OF TIME - WORK ENVIRONMENT:-
Wet or humid conditions (non-weather) None
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Work in high, precarious place None
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Toxic or caustic chemicals None
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Extreme heat or cold (non-weather) None
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Outdoor weather conditions None
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Risk of electrical shock None
- Work with explosives None
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Risk of radiation None
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Vibration Under 1/3
- Work near moving mechanical parts Under 1/3
Fumes or airborne particles Under 1/3
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- AMOUNT OF TIME - PHYSICAL DEMANDS:
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Stand Over 2/3
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Walk 1/3-2/3
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Sit 1/3-2/3
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Use hands to finger, handle, or feel 1/3-2/3
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Reach with hands and arms 1/3-2/3
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Climb or balance Under 1/3
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Stoop, kneel, crouch, or crawl Under 1/3
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Talk or hear Over 2/3
AMOUNT OF TIME - LIFTING OR FORCE EXERTED:-
Up to 10 pounds Under 1/3
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Up to 25 pounds Under 1/3
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Up to 50 pounds None
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Up to 100 pounds None
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More than 100 pounds None
