Front Desk Agent

Job Title:

Guest Services/Front Desk Reports To:

Front Desk Manager/Operations Manager/General Manager Position Summary:

To create 100% guest satisfaction by providing efficient and effective front desk service.

Responsibilities:

• Creates 100% guest satisfaction by providing fast and friendly genuine hospitality and by exceeding guest expectations
• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction Guarantee
• Performs other duties as required to provide fast and friendly genuine hospitality
• Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their stay.
• Greets guest and processes hotel registration
• Keeps current on hotel accommodations, services and area attractions
• Responds to customer inquiries for information
• Arranges for services requested by the guest by working with other departments as appropriate
• Stays current with developments in the hotel by reviewing and updating the communication log
• Maximizes revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes
• Offers guests updated rooms and promotes hotel amenities, food and beverage outlets and services
• Makes reservations in accordance with hotel's yield management practices
• Processes customer credit at check-in in accordance with hotel policy
• Identifies and records special billing instructions and notifies accounting
• Obtains appropriate approvals and signatures
• Follows hotel policy on cash banks

Prerequisites:

• Focus on the

Customer:

Seek to understand the guest, internal and external customer and meet and exceed the needs of both the customer and the company.

• Attention to detail: Ensure that work is accurate, thorough and to the highest standards.

Take Responsibility:

Demonstrate personal ownership of tasks and follow through to get the required results.

Build Strong Relationships:

Foster trust and cooperation among coworkers, customers and suppliers; develop and sustain personal contact in order to provide mutual benefit.

Foster Teamwork:

Work well in a team environment and motivate teams to sustain exceptional levels of performance.

Communicate Effectively:

Clarify and provide information so that coworkers, customers, and suppliers understand and can take action.

Technical Service Skills:

Demonstrate understanding of the technical service skills for assigned area (i.e. food & beverage service, housekeeping, etc.)

Point of Sale:

Skilled in utilization of point of sale systems and/or other back-of the house systems.

Upselling:

Know the available products and services and suggest alternatives.

Reservations Process:

Understand the reservations process including the role of the Reservation Center, distribution channels and reservations flow. Competencies

• Strong organizational skills.
• Must be able to work independently.
• Able to multitask and work under varying conditions.
• Excellent people skills
• Must meet/exceed the team expectations
• Energetic personality
• Performance-based bonus paid during summer months Work Environment
• This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical Demands
• Walking and Standing required throughout the entire shift
• Continuously reach, bend, lift, carry, stoop and wipe required throughout the entire shift. May lift and carry up to 50 pounds. Education and Experience
• High school or equivalent education with concentration in business.

Job Type:

Full-time Pay:

$16.00 - $17.00 per hour

Benefits:

401(k) Dental insurance Health insurance Vision insurance

Education:

High school or equivalent (Required)

License/Certification:

Driver's License (Required) Shift availability: Night Shift (Required) Overnight Shift (Required) Ability to

Relocate:

Ocean City, MD 21842: Relocate before starting work (Required)

Work Location:

In person