Role Summary:
Front Desk Agents represent the hotel to the guest throughout all stages of the guest's stay. Front Desk Agents determinate a guest's reservation status and identify how long the guest will stay. This individual helps guests’ complete registration cards and then assign rooms, accommodating special requests whenever possible. Additionally, the Front Desk Agent verifies the guest's method of payment and follows established credit-checking procedures. The Front Desk Agent places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel. This individual works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work. The Front Desk Agent maintains guest room key storage and maintains and supervises access to safe deposit boxes. The Front Desk Agent must be sales minded. This individual presents options and alternatives to guests and helps in making choices. The Front Desk Agent also knows the location and types of available rooms as well as the activities and services of the property. This position is responsible for performing cashiering tasks like bill invoice settlement, posting charges to the guest, paid out’s, foreign currency exchange etc.
ESSENTIAL DUTIES AND KEY RESPONSIBILITIES:
All duties and responsibilities are to be performed in accordance with the National Hotel quality of service standards, and policies and procedures. Associates will be required to learn other functions in an effort to attain cross training skill sets that will help grow the overall knowledge of the Guest experience expectations.
As someone who has a passion for people, and enjoys a fast-paced environment, a core duty for all Associates is effectively multi-tasking, a quintessential factor to the success of their role.
- Performs a variety of guest service activities in an exceptionally friendly, professional, and efficient manner while efficiently executing the demands of our upscale boutique hotel.
- Provides the highest level of efficient and courteous service possible, while maintaining acceptable profit levels.
- Register guests and assign rooms.
- Accommodates special requests whenever possible.
- Assists in preregistration and blocking of rooms for reservations.
- Thoroughly understand and adhere to proper credit, check- cashing, and cash handling policies and procedures.
- Understands room status and room status tracking.
- Knows room locations, types of rooms available, and room rates.
- Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
- Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.
- Possesses a working knowledge of the reservations department. Take same day reservations and future reservations when necessary. Knows cancellation procedures.
- File room keys (only for manual room key hotels).
- Knows how to use front office equipment.
- Process guest check-outs.
- Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange.
- Follows procedures for issuing and closing safe deposit boxes used by guests.
- Uses proper telephone etiquette.
- Uses proper mail, packaging, and message handling procedures. Courier Mail Register
- Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
- Attends department meetings.
- Reports any unusual occurrences or requests to the manager or assistant manager.
- Knows all safety and emergency procedures, Is aware of accident prevention policies.
- Maintains the cleanliness and neatness of the front desk area.
- Maintains a friendly, cheerful and courteous demeanor at all times.
- Compliance with the hotel conducts policy.
- Be always well groomed and in uniform with a name tag.
- Handle mails and messages from guests and reply promptly to the issues concerned.
- Arrange reservations for dinners and concerts.
- Suggest restaurants, shopping location, spas, health services and other places of interest for the guest in the area.
- Act as travel consultants and guide guests on various discount travel packages and special services offered.
- Act as a guide in local tourist maps and geographical area.
- Supply directions and information regarding unit property, staff and service, hours of operation, the immediate and bus area, guest room location, views, amenities, features, type, etc.
- Maintain confidentiality of any information of the guests and keep it only to the knowledge of hotel management.
- Taking care of guest’s essentials and belongings.
- If working at a chief position, a concierge can supervise juniors and staff.
- Arrange and store luggage carts safely. Extreme care and proper loading habits for protection of guest property should be taken when carts are in use.
- Upon departure, assist the guest by transporting luggage.
- Responds to guest needs by promptly delivering, in person, laundry, newspapers, iron & ironing board, additional linens, etc.
- Maintains written log, recording these requests and deliveries.
- Responds to inquiries and promotes the hotels services, in person and on telephone, by explaining products/services. Provides the guest with up-to-date hotel information in order to enhance customer relations.
- Keeps abreast of local activities and the area’s establishments in order to answer questions, recommend and give directions.
- Performs other duties as assigned, requested or deemed necessary by management.
Supervisory General Duties:
- Registering of our guests, assigning rooms, settling guest accounts, and coordinating with the other departments to satisfy our exclusive guest request.
- Investigate, analyze, and determine cause of member and guest complaints.
- Pro-actively identify member and guest needs and coordinate with departments to ensure they are met.
- Fill in at the Front desk during busy periods or when staffing needs dictate.
Supervisory Daily Duties:
- Oversee daily operational issues.
- Performing guest check-ins and check-outs.
- Monitor and control daily revenues and expenses by ensuring procedures are followed and proper controls are in place.
- Complete the checklist as designed to expedite check-ins for guests. Specific to include VIP guests, arranging amenities, blocking room, running daily reports, and maintaining the logbook.
- Ensure guests satisfaction by responding to guest requests, resolving guest complaints, and greeting in-house guests.
- Respond to guest’s special requests, needs, problems, issues, and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
MINIMUM REQUIREMENTS & QUALIFICATIONS:
Minimum Hiring Requirements:
- Must have completed High School or GED Diploma.
- 2 to 5 years of experience as a Front Desk Agent, preferably in a five-star international hotel; Hospitality and Tourism experience preferred.
- Knowledge of Front Desk and Reservations system and procedures.
- Service oriented.
- Must have flexible schedule and be able to work weekends and holidays.
- Able to always project a professional manner.
- Able to stay calm in difficult situations.
- Strong business communications skills.
- Ability to recollect member and guest names.
- Maintain a good attendance record.
- Long hours are sometimes required.
- Must be able to stand up to eight hours at a time.
- Must have a professional attitude, you will be dealing with high-end customers.
- Ability to organize and track multiple projects with large amounts of detail necessary.
- Ability to make deadlines and work well in pressure situations.
- Ability to apply theory into practice and make improvements to the operations.
- Good organization and administration skills.
MANAGEMENT/LEADERSHIP:
- Building teamwork.
- Developing others.
- Motivating others.
- Planning/Organization.
- Problem solving & Decision making.
TASK ACHIEVEMENT:
- Adaptability/Flexibility.
- Concern for quality.
- Influence.
- Initiative.
- Managing performance.
RELATIONSHIP BUILDING:
- Teamwork/Cooperation.
- Cross cultural sensitivity.
- Interpersonal skills.
- Customer service orientation.
COMMUNICATION:
- Listening and oral skills.
- Written skills.
TECHNICAL COMPETENCIES:
- Knowledge of local tourist attractions and services.
- Computer experience essential, including all Windows applications.
- Proficient in Opera/Hotel Expert.
- Fluent within database programs.
INDIVIDUAL CHARACTERISTICS:
- Integrity.
- Friendly and caring personality.
- Analytical thinking.
- Stress Management.
- Able to take initiative.
- Role model for the staff.
- Self-motivated.
Safety Requirements:
- All Associates are required to abide by all Safety rules and ensure they perform each task by practicing safe work habits. Any associate who incurs any type of injury is required to report immediately to their immediate supervisor or the Security Officer on duty.
Language Requirements:
- Ability to speak English clearly, distinctly, and cordially with guests.
- Ability to read and write English in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms.
- Proficiency in effectively presenting information and responding to questions from guests, supervisors and co-workers.
- Ability to speak additional languages such as Spanish, French, or German is preferred.
Physical Requirements:
- While performing the duties of this job, the associate is regularly required to sit for long periods of time, stand, walk; full dexterity in use hands to touch, handle, or feel; reach with hands and arms; talk or hear.
- The employee must occasionally lift and/or move up to 50 pounds.
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Job Type: Full-time
Pay: $18.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Food provided
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Work Location: In person
