Front Desk Agent

JOB DESCRIPTION

The Front Desk Agent is responsible for greeting and registering hotel guest, settling guest accounts, insuring the overall comfort and well-being of our clients, all while providing four diamond service.

THE ESSENTIAL JOB FUNCTIONS OF THIS JOB ARE

Greet guests in a friendly manner and follow check in procedures. Handle incoming telephone calls and other guest communication in a discreet fashion. Take payments and post accurately to guest accounts. Follow set polices regarding cash handling. Communicate with other departments in a friendly and professional manner. Be aware of local attractions and restaurants and make recommendations to guests. Accurately communicate with other shifts regarding issues arising from day to day operations. Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information. Demonstrate complete knowledge at all times of: all hotel features/services, hours of operation, all room types, numbers, layout, décor, appointments and location, all room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status for any given day, and scheduled daily group activities. Communicate services and amenities of the hotel to guests. Assist with Concierge services. Log all guest service requests and follow through to ensure requests are met. Access the hotel property management system (Opera). Complete additional duties as assigned by the Front Office Management. Support safe work habits and contribute to a safe working environment at all times. The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. Job responsibilities can change according to the operational needs of the business.

The Ideal Candidate will:

Display a friendly, energetic, personable demeanor and have a passion for great customer service, with a customer-first mentality. Have strong inter-personal skills and enjoy working in a team-environment and building great relationships with their coworkers. Must approach all encounters with guests and employees in an attentive, friendly, courteous and service oriented manner. Must be effective at authentic listening skills to, understanding, and clarifying concerns raised by employees and guests alike. Must be able to maintain confidentiality of information. Be able to work quickly, embrace and learn new information, multi-task and incorporate feedback into personal performance. Have the ability to perform various physical tasks during the work shift; strong and quick problem-solving ability. Have strong communication skills, written and verbal. Possess excellent technical, conceptual, and financial skills. Must be able to work a flexible schedule that may include nights, weekends and holidays based upon company needs.

ADDITIONAL RESPONSIBILITES

Knowledge of the entire hotel safety procedures to ensure the safety and security of our guests and employees.

EDUCATIONAL / CERTIFICATION / LICENSE REQUIREMENTS

High School Diploma or equivalent - Required

REQUIRED KNOWLEDGE, SKILLS, & ABILITIES

Proficiency in using various computer software programs, Microsoft Work, Excel, Outlook, and PowerPoint, and general office equipment Detail oriented and comfortable working in a fast-paced environment Excellent time management and organizational skills

PREVIOUS EXPERIENCED REQUIRED

Minimum two (2) years Hospitality experience preferred.