SUMMARY:
Pleasantly greet guests and perform duties to provide guest transactions of check-in, check-out, billing, reservations, phone transfers, and other service and hospitality-related requests to meet Town Pump and brand operational standards. All Front Desk Agents are required to engage in selling hotel rooms over the phone and in person, explaining the amenities, benefits and attempting to close the sale of each inquiry. All Front Desk Agents will be required to turn in sales leads by engaging in curious conversations with guests, reviewing hotel reports, listening and being observant etc. All Front Desk Agents will model the Hotel Group Mission Statement “Genuine Hospitality from genuine people committed to providing comfort and service.”
ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Ensure the best possible experience for each guest, within the framework of Town Pump operating guidelines.
2. Complete all required company and brand-specific training and/or certifications in a timely manner.
3. Engage in selling hotel rooms over the phone and in person, explaining the amenities, benefits and attempting to close the sale of each inquiry.
4. Complete the front desk sales review checklist to help identify potential sales leads.
5. Wear uniform (or brand standard top and pants) and nametag at all times while on shift and follow Town Pump’s grooming and appearance guidelines.
6. Pleasantly greet guests and perform duties to provide guest transactions of check-in, check-out, billing, reservations, phone transfers, and other service and hospitality-related requests.
7. Complete all tasks and assignments as required by the Daily Front Office checklist.
8. Maintain secure guest key control and properly administer room keys only to registered guests with photo identification.
9. Maintain secure master key control by signing out, securing, and signing in master keys.
10. Maintain proper cash control. Always keep the cash drawer secure under lock and key.
11. Collect and post incidental charges to guest rooms (i.e., fax, pet, cleaning charges).
12. Utilize the Quore to communicate between departments.
13. Report all known issues with services, equipment, and property; ensure work orders are in place.
14. Maintain a clean, organized, clutter-free front desk and work area at all times.
15. May be required to clean public areas, assist with breakfast service, fold laundry, occasionally clean a guest room, and other duties within the hotel.
16. Maintain a high degree of confidentiality of guest, company, and property information in compliance with Town Pump expectations.
17. Complete any other duties assigned by management.
Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
OTHER SKILLS and ABILITIES:
· Knowledge of hotel and guest service operations preferred.
· Experience working with a computer, data entry, and multi-line phone systems preferred.
· Experience in cash handling and credit cards preferred.
· Ability to communicate in a courteous, professional manner with teammates, management, and guests.
· Ability to work independently, with frequent interruptions.
· Ability to be punctual and work within a flexible work schedule.
· Have a strong work ethic. Must display a high degree of pride and integrity in job performance.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Ability to work in an open environment with frequent interruptions and guest interaction.
- Ability to walk, stoop, climb, and stand for long periods of time.
- Ability to lift and carry 15-20 pounds regularly and up to 50 pounds occasionally.
ENVIRONMENTAL DEMANDS:* The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.*
· The noise level in the work environment is usually moderate.
This position has an initial 365-day (1 year) probationary period.
Disclaimer: The list of requirements, duties, and responsibilities is not exhaustive but is the most accurate list for the current job. Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change, (for example, in the event of emergencies, or changes in personnel, workload, or technical development).
Pay: From $16.50 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
