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 and welcome guests in a friendly, cordial manner.
• Demonstrate a positive and approachable demeanor.
•  Listen to guest concerns with empathy and patience and find positive ways to resolve the issues.
•  Provide accurate information outlet hours, hotel services, local attractions, room types.
• process and complete the check in/out process while confirming the appropriate pertinent information. 
• Suggest appropriate selection of rooms based on guest needs and upsell if necessary. 
• 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, gift cards and other forms of payment. 
• Perform basic arithmetic functions to confirm accurate charges.  
• Post charges to guest rooms and house accounts utilizing the proper transactional methods.
• 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. 
• Research guest complaints to develop the most effective solutions to ensure guest satisfaction. 
• Promptly communicate and follow up with the appropriate department to resolve maintenance issues.
•  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 and understand department fire prevention and emergency procedures.
• Utilize required 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.
• Experience with the use of a calculator and ability to perform basic mathematical functions with accuracy.
• Proficiency with computer - Word, excel.
• Excellent communication skills including proper email and telephone etiquette.
• Ability to effectively deal with internal and external customers, while demonstrating patience, 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 walk, speak, use both hands, use a computer keyboard and screen for long periods. 
• Ability to push, pull, carry up to 25 pounds. 
• Occasional twisting, bending, stooping, reaching.
• Frequent talking, hearing, seeing and smiling.