Job description

BIG PICTURE:

The Front Desk Agent will be committed to developing, implementing and communicating the service initiatives of the Make a Difference Committee, which focuses on increasing guest loyalty and Team Member satisfaction. In addition, as a Front Desk Agent they will ensure that the highest standards for accuracy are maintained throughout the Front Office with respect to assisting the guest with checking in and out of the hotel. They will be the face of the hotel greeting and delivering outstanding guest service and financial profitability.

You are often time’s the first representative of the hotel that a guest comes in contact with, and as such one of the most important sources of public relations to our business. Therefore, confidentiality, cheerfulness, friendliness, honesty, politeness, and tactfulness are important traits that are expected at all times. Each guest must know they come first. Negative, unprofessional comments about guests or other team members should never be expressed in public or to a guest.

MAJOR DUTIES:

• Consistently communicating the service elements throughout the hotel and all departments.

• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.

• Greets guests and clients immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to understands requests, responds with appropriate action and provide accurate information.

• Receives special requests from guests and responds appropriately or forwards the request to appropriate team member for decisions and actions.

• Promptly answers the telephone and email inquiries.

• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.

• Exceptional service orientation, with keen ability to focus and deliver on guest needs.

• Reliable and responsible character, with exceptional follow up and attention to detail.

• Proactive approach, with exceptional initiative and problem solving abilities to ensure the highest levels of productivity and guest satisfaction.

• Ability to multi-task and effectively manage numerous priorities within a fast-paced environment.

• Other duties as assigned.

• Schedule flexibility and ability to work extended and/or irregular hours to include nights, weekends and holidays.

• Must be able to move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.

• Must be able to reach overhead and below the knees, including bending, twisting, pulling, and stooping.

Tracks room revenue, occupancy percentages, and other front office operating statistics

• Always represent the hotel in a positive manner; SMILE.

Job Types: Full-time, Part-time

Pay: From $13.00 per hour

Benefits:

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

Schedule:

• 8 hour shift
• Holidays
• Night shift
• On call
• Overnight shift
• Overtime
• Weekend availability

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: One location

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