Front Desk Agent

JOB SUMMARY

Greets and registers guests, provides prompt and excellent service, according to Forbes and Leading Hotels of the World (LHW) standards.

ESSENTIAL JOB FUNCTIONS

This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.  The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

• Greet customers immediately with a friendly and sincere welcome.  
• Use a positive and clear speaking voice, listen to requests or concerns and respond with appropriate action.
•  Provide accurate information such as outlet hours, hotel services and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. 
• Suggest appropriate selection of rooms based on guest needs. Code electronic keys, certificates, and coupons as appropriate. 
• Verify and imprint credit cards for authorization using electronic acceptance methods. 
• Handle cash; make change and balance as assigned house bank. 
• Accept and record vouchers, travelers’ checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator.   
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication. 
•  Input messages into the computer.  
• Maintain constant communication with other departments to ensure excellent service to the guest.
•  Retrieve mail, small packages and facsimiles for customers as requested. 
• Close guest accounts at the time of check out and ensure guest’s satisfaction. 
• Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues.  
• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and air conditioning, etc. 
•  Remain calm and alert especially during emergency situations and heavy hotel activity.  
• Plan and implement detailed steps by using experienced judgment and discretion. 
• Adhere to all company policies, procedures and Standard of Appearance.
• Follow safety and security procedures. 
• Know department fire prevention and emergency procedures.
• Utilize protective equipment.
• Report unsafe conditions to management.
• Report accidents, injuries, near-misses, property damage or loss to supervisor.
• Provide for a safe work environment by following all safety and security procedures and rules.
• Assist the FD and PBX team.
• Perform other duties as assigned. 

KNOWLEDGE, SKILLS & ABILITIES

• Minimum High School Diploma
• Experience with Forbes and LHW standards of Service preferred.
• At least one year related experience in a full-service luxury hotel.
• Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.
• Proficiency with computer - Word, excel.
• Excellent communication skills including proper email and phone etiquette.
• Ability to effectively deal with internal and external customers, while demonstrating patience, tact and diplomacy.  
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

PHYSICAL DEMANDS

• Ability to stand and move throughout front office and continuously performs essential job functions.
• Ability to push, pull, carry up to 25 pounds. 
• Occasional twisting, using both hands, bending, stooping, reaching, standing for long periods, walking.
• Frequent talking, hearing, seeing and smiling.