Front Desk Agent

The Front Desk Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Qualification Standards

Education & Experience:

• College course work in related field helpful.
• Experience in a hotel or related field preferred.
• High School diploma or equivalent required.
• Computer experience preferred.

Physical requirements:

• Flexible and long hours sometimes required.
• Light Work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

Mental Requirements:

• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be able to multi task.
• Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
• Must routinely meet deadlines.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.

Duties & Functions

Essential:

• Approach all encounters with associates in an attentive, friendly, courteous and service-oriented manner.
• Maintain regular attendance in compliance with standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain a high standard of personal appearance and grooming, which includes wearing the proper uniform and name tag when working.
• Comply at all times with standards and regulations to encourage safe and efficient hotel operations.
• Maintain a warm and friendly demeanor at all times.
• Associates must at all times be attentive, friendly, helpful and courteous to all guests, managers and fellow associates.
• Ensure compliance of all policies and Code of Conduct as specified in the Associate Handbook.
• Establish and maintain good communications and team work with fellow associates and other departments within the hotel.
• Greet and welcome all guests approaching the Front Desk in accordance with the Four Diamond Standards.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met.
• Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Answer inquiries from guest regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages and special promotions as listed in the Red Book.
• Be familiar with all in-house groups.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Be able to complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.

Marginal:

• Maintain a clean work area.
• Assist guests with safe deposit boxes.
• Attend meetings/training as required by management.
• Perform other duties as requested from management.