Job description

Front Desk Agent

What's your passion? At our hotel, we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.

Position Overview:

The Front Desk Agent will be responsible for providing guests with a positive first and last impression, and will provide consistent excellent customer service. A Front Desk Agent greets and registers incoming guests, assists guests with special needs, processes guest folios and collects payment, administers and manages cash handling responsibilities, handles guest requests and concerns promptly and with courtesy, assists guests with any inquiries regarding local entertainment, restaurants or transportation, maintains efficient and effective flow of information with guests and all internal departments, handles additional duties as needed by guests or management, maintains confidentiality and interacts effectively with hotel guests and co-workers to create a positive environment.

Our company culture fosters teamwork, guest service, and individual accountability. We deliver exceptional service, quality, and value to every guest, every time.Our mission is to be the best loved Hotel, so regardless of position, we look for individuals who are passionate about providing genuine heartfelt care to our guest and employees.

Job Description/Responsibilities:

The Front Desk Agent is responsible for providing quality guest services that include registration and check-out, mail and message service.

· Review arrivals noting special requests, blocking rooms as needed.
· Check in and out hotel guests in a confident, professional and friendly manner.
· Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information.
· Complete all items on appropriate (AM, PM, Overnight) checklist by end of shift.
· Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests. Follow established key control policy.
· Ensure proper credit policies are followed. Submit all lost & found articles accompanied by a completed lost & found report.
· Knowledgeable of immediate area, services, attractions, and events.
· Knowledgeable of fire and emergency procedures.
· Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
· Verify credit limit report.
· Monitor room availability throughout the day.
· Review daily the selling status of the hotel using yield management system.
· Attend department meeting once a month.
· Performs all other duties as directed by manager.
· Other Department related duties as become necessary.
· Contact via telephone with the other departments such as Reservations, Sales, Housekeeping, Bell Staff, and Valet is crucial to ensure that hotel services are coordinated to provide the best in guest satisfaction.

Job Requirements:

· High School graduate or G.E.D. equivalent.
· Ability to communicate effectively with the public and other Team Members.
· Read, write and speak English fluently.
· Knowledge of computer and common programs.
· Previous experience in a Front Desk or customer facing role. Works well under pressure, dealing with many arrivals and departures within a short period of time.
· Able to accommodate a flexible schedule that may include weekends and/or holidays Familiar with hotel systems and operations, and can enter in information accurately. Outside -of-the-box thinker who takes initiative to creatively solve problems.
· Prior cash handling experience necessary.
· Ability to read, write, and verbally communicate effectively and professionally with other business departments, guests, and vendors. Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.
· While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects, or telephone. The employee must regularly lift and/or move up to 10-25 pounds and frequently lift and/or move up to 50 pounds.

Please note:

· Management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands.
· Must be available to work a flexible schedule as well as Night Audit shifts.

Job Type: Full-time

Pay: $15.00 - $16.50 per hour

Job Type: Part-time

Pay: $15.00 - $16.50 per hour

Schedule:

• 8 hour shift

Experience:

• Customer service: 3 years (Preferred)

Work Location: One location

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