Summary of Position
The primary function of a Guest Service/Front Desk Agent is to create the ultimate guest experience for all guests of the hotel from before check-in to after check-out.The Guest Service/Front Desk Agent is responsible for effective communication to the guest prior to arrival when answering guest inquiries, creating a positive, hospitable, welcoming, inviting check-in and check-out experience, and responding to guests needs..
Essential Duties and Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Along with complying with all laws, company policy, brand standards, the following are the Essential Functions of this position:
- Complete all departmental/position training.
-
Always adhere to all policies and procedures.
-
Maintain professionalism at all times.
-
Ensure all transactions with guests are handled legally and ethically.
-
Maintain security and control over assigned rooms keys and room access.
-
Maintain a clean and neat appearance at all times.
-
Arrive at the assigned area and scheduled time prepared to complete the assigned shift diligently, effectively, and hospitably.
-
Maintain up-to-date, accurate, and clear reports as it relates to the arrivals, departures, guests in house, cancellations, room availability and any other reports critical to the function of the hotel and front desk.
-
Immediately turn in all articles left by guests to management as “lost and found.”
-
Maintain safe working conditions and follow all safety and procedural rules and take immediate corrective action when required to improve and laps in working conditions.
-
Ensure the safety of yourself, coworkers, and guests and their belongings.
-
Communicate all problems and unusual manners related to employee and guest safety to management immediately.
-
Notify supervisor or manager when there is a shortage of supplies in advance of immediate need.
-
Understand the daily and ongoing functions, services, and facilities of the hotel.
-
Garner a working knowledge of the surrounding area of the hotel (landmarks, local attractions, surrounding businesses, points of interests, roads, etc.)
-
Assist all guests in answering their inquiries, meeting their needs, and providing solutions.
-
Develop and maintain interpersonal, professional relationships with guests quickly.
-
Relate well to a wide variety of individuals from many backgrounds.
-
Always demonstrate patience and tolerance to all guests and coworkers.
-
Learn and utilize selling techniques to maximize occupancy and revenue.
-
Maintain a cash bank per The Ridge’s cash handling procedures.
-
Maintain ongoing and effective communication with management, the front desk, and all departments in the hotel.
-
Attend scheduled & mandatory meetings.
-
Ensure that guest room keys and master keys are used to the highest level of security to protect guests, coworkers, the company, and all belongings.
-
Proactively protect all guest information.
-
Understand and operate the front desk’s telephone and computer systems, the property management systems, and other office equipment.
-
Maintain the equipment used to perform the job duties and notify the supervisor or manager immediately of any damage or malfunction beyond daily wear-and-tear.
-
Accept and verify guest credit card data and maintain security and privacy of that data.
-
Interact with guests, on the phone or in person, in a professional manner and within brand standards.
-
Listen and promptly act to resolve guest issues and notify management immediately of any escalated guest situations.
-
Have a thorough knowledge of emergency procedures.
- Follow the 15 & 5 rule (within 15 feet of guests make eye-contact & smile, within 5 feet maintain eye contact and greet with a warm smile).
-
Perform any other duties directed by the Hotel Manager, and/or Executive Leadership.
Work Environment
This job operates in a hotel environment. This position is completed in an indoor environment, but often near the front door of the hotel that could cause subtle changes in the temperature, depending on the season. The Front Desk Agent positions rotate shifts 24 hours a day, 7 days a week, 365 days a year, without exception. The Night Audit role is typically the overnight shift at the property. A required uniform or dress-code must be worn.
Physical Demands
This position is centrally located at the front desk and standing on your feet for most or all of your shift is often required. The lifting of supplies and equipment that may exceed 50 lbs could also be required. Bending down, kneeling, crouching, squatting, and pushing are other physical demands that may be required of you. Accepting this job indicates you understand these physical demands and are able to complete the essential functions of the job that required these physical demands. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
