Front Desk Agent

Reports To:     General Manager

Requirements: 

• High School diploma or higher-level education.
• 3 years of hotel front office experience with a minimum of 1 year at the supervisory level.
• Salaried Employees:  Must be willing to work 50+ hours per week; at a minimum of 5 days per week.
• Willing to work the evening shift.

General Responsibilities: 

• Directly supervise all front office personnel and ensure proper completion of all front office duties.
• Direct and coordinate the activities of the front desk, reservations, and guest services.
• Ensure the proper appearance of the lobby and all public areas, including the breakfast area.
• Act as the Manager on Duty (MOD) when scheduled as such by the General Manager.

Primary Functions: 

Revenue

• Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly seek new ways to increase room revenue and occupancy.
• Rates: Aggressively and effectively manage and continuously update rates on the web and all other distribution channels.
• Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities.

Profit

• Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies.

Quality                                                                                                        

• Guest Service: Ensure that the hotel meets/exceeds Fine Hospitality and Brand standards for guest satisfaction.

Leadership

• Leading: Motivate, coach and train front office team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition.
• Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to FHG’s Standard Operating Procedures.

Specific Responsibilities: 

• Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the FHG Director of Operations.
• Responsible for the Night Audit.
• Be proficient on the use of the Property Management System, and train front desk personnel on the system.
• Have a good understanding of all of hotel operating procedures.
• Enforce all existing and new policies and procedures with the front office and breakfast area staff.
• Maintain proper staffing in all front office areas and the breakfast area.
• Prepare and post the front office and breakfast area staff work schedules in a timely fashion.
• Conduct regular performance reviews of front office and breakfast area staff.
• Constantly monitor front office communications logs.
• Monitor appearance of all front desk and breakfast area staff, to ensure they are following company uniform policy.
• Conduct weekly departmental meetings, and individual meetings as needed.
• Supervise delegated responsibilities and follows up.
• Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par.
• Inform the General Manager of any unique situations, or unusual developments in front office operations.
• Handle guest complaints effectively.
• Responsible for being the hub of communication for the hotel as well as being at the forefront of guest services.
• Be willing and able to work any shift, including night audit and fill in when other employees are not able to work their scheduled shift. Required to cover all 3 shifts when there is a consecutive call off.
• Complete weekly schedules for front office and breakfast area staff as per Standard Operating Procedures.
• Understand the Chart of Accounts to code the invoices for the front office and the breakfast area.
• Process reservations by mail, telephone, fax, and central reservation systems referrals.
• Process reservations received from sales office and other hotel departments.
• Have complete knowledge of room types and offered rate plans.
• Open and close out discount rates on reservation systems when applicable.
  • Fully understand the hotel’s franchise policy on guaranteed reservations and no- shows.
  • Process cancellations and modifications to reservations.
  • Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.
• Optimum Attributes:
  • Effective communication skills
  • Open with praise, discrete with criticism
  • Self-motivated
  • Effective leadership skills
  • Pleasant personality
  • Well-groomed and professional appearance
  • Effective customer service skills
• Performance Standards:
  
  Performance shall be measured by budgeted REVPAR, MSI Index, Guest Service Index (GSI) and the Associate Standard Index (ASI).