The Front Desk/Guest Service Agent is primarily responsible for handling all guest interactions and going above and beyond to exceed guest requests. This individual often provides the first point of contact for guests and is responsible for creating an excellent first impression. Essential functions Maintain complete knowledge of and comply with all departmental policies/service procedures/standards. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Maintain positive guest relations at all times. Resolve guest complaints, ensuring guest satisfaction. Maintain complete knowledge at all times of: All hotel features/services, hours of operation. All room types, numbers, layout, decor, appointments and location. All room rates, special packages and promotions. Daily house count and expected arrivals/departures. Room availability status for any given day. Scheduled in-house group activities, locations and times. All hotel and departmental policies and procedures. Access all functions of the computer system. Ensure that current information on rates, packages and promotions is available at the Front Desk. Inspect, plan and ensure that all materials and equipment are in complete readiness for service. Monitor the hotel front entrance and resolve any congested situations. Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently. Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines. Maintain a neat and presentable front desk area. Monitor guest mail and ensure that it is processed according to procedures. Monitor and ensure that express check-outs are processed through the system. Observe guest reactions and confer frequently with staff to ensure guest satisfaction. Assist guests with reports of lost/stolen articles, following hotel policy. Adhere to hotel requirements for guest/team member accidents or injuries and in emergency situations. Contact newly registered guests within specified minutes determined by property guidelines after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures. Ensure security of guest rooms. Other duties as assigned

REQUIREMENTS EXPERIENCE & EDUCATION

High school diploma or equivalent education Minimum of 1 year of employment in Customer Service Prior hotel experience a plus Highly organized and detail-oriented Exceptional guest-focus Fluency in other languages beneficial

JOB REQUIRMENTS

Must be a United States citizen or possess a valid work permit; be able to read, write, and speak English and have exceptional communication skills, both oral and written Must be able to accurately follow instructions, both verbally and written Must have basic computer skills, and have basic mathematical skill for report / forecast preparation and have strong problem-solving, reasoning, motivational, organizational and training skills Must be alert to the customers' needs and work well under pressure Must be professional in appearance and demeanor Must be able to work a flexible schedule, which may include evenings, weekends and holidays Must be able to manage time effectively while working with minimal supervision. Must have the ability to work a flexible schedule that may include evenings, weekends, and holidays. Must have the ability to resolve problems and conflicts in a tactful and diplomatic manner