Job description

POSITION DESCRIPTION

Position: Front Desk Agent (Guest Service Representative)

Reports To: Front Office Manager

Position Summary: Works at the front desk of the hotel greeting and checking in arriving guests and checking out departing guests. Providing excellent customer service to current and future guests and making reservations for incoming phone calls or walk-ins.

“This position is responsible for assisting in the operation of a department. An individual in this position will be expected to perform additional job responsibilities and duties throughout the property as assigned and/or as necessary.”

Specific Duties:

• Registers guests and assigns rooms. Accommodates special requests whenever possible.
• Assists in pre-registration and blocking of rooms for reservations
• Thoroughly understands and adheres to proper credit, check cashing, and cash handling policies and procedures.
• Understands room status and room status tracking
• Knows room locations, types of rooms available, and room rates.
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
• Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
• Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
• Files room key cards.
• Knows how to use front office equipment.
• Processes guest check-outs.
• Follows procedures for issuing and closing safe deposit boxes used by guests.
• Uses proper telephone etiquette.
• Uses proper mail, package, and message handling procedures.
• Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.
• Attends department meetings.
• Coordinates guest room maintenance work with the engineering and maintenance division.
• Reports any unusual occurrences or request to the manager of assistant manager.
• Knows all safety and emergency procedures. Is aware of accident prevention policies.
• Maintains the cleanliness and neatness of the front desk area.
• Understands that business demands sometimes make it necessary to schedule employees from their accustomed shift to other shifts
• Reports to work as scheduled and well groomed in appropriate uniform including name badge.

Education:

• High School Graduate or equivalent.

Experience and Skills:

• Highly energetic, go-getter, motivated individual
• Willing to take initiative and work with little direction
• Previous hospitality industry experience preferred but not required
• Excellent communication skills with strong customer focus essential
• Strong problem-solving skills
• Ability to work in a fast paced, high pressure environment
• Ability to shift and manage multiple priorities
• Adaptable to change
• High level of flexibility

Physical Demands:

• Ability to lift 20-40 pounds
• Standing for 4-8 hours at a time

Job Types: Full-time, Part-time

Pay: $14.00 - $15.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Weekend availability

Ability to commute/relocate:

• Fargo, ND 58103: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location

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