Job description

FRONT DESK AGENT

Responsible for assisting in the supervision and control of the Front Desk and completion of administrative tasks.

Responsibilities:

• Provide the highest quality of service to the guest at all times and anticipate and exceed guest expectations.
• Ensure Front Desk staff deliver on brand standards.
• Supervise Front Desk staff. Oversee staffing levels and make adjustments to ensure service levels are met within labor model. Ensure that all associates are following their schedule and taking their breaks.
• Assign specific duties to staff for efficient operation of department.
• Capable of performing all hourly functions and operating all equipment in department.
• Assist in training new associates and cross-training existing associates.
• Assist in interviewing and hiring new associates for the department.
• Resolve routine associate issues in accordance with progressive discipline policy.
• Promote teamwork and associate morale. Treat people with respect.
• Communicate properly and effectively with the guest, associates and managers. Effective respond to guest complaints.
• Know laws concerning treatment of trespassers.
• Have a thorough knowledge of emergency procedures and ensure staff responds appropriately in the event of an emergency.
• Demonstrate knowledge of EEO policy, Fair Employment Practices and Fair Labor Standards Act. Promote a harassment-free work environment.
• Ability to read, analyze, interpret and effectively explain items such as common reports, guest folios and emergency procedures.
• Effectively operate the hotel computer system and maintain a knowledge of the hotel reservation system.
• Responsible and accountable for issued bank. Count bank at beginning and end of shift.
• Report all cash over/shorts to management.
• Verify the accuracy of the opening count.
• Maintain awareness of room availability for a week in advance.
• Know the selling policy for special events.
• Ensure the Front Desk staff abides by the special event sales strategy.
• Ensure that all information pertinent to the desk or related areas is passed on to the following shift manager or personnel.
• Maintain knowledge of any and all promotions and/or current programs that would influence or affect the guest.
• Meet and greet arriving guests ensuring all Front Desk Staff provide excellent guest service.
• Ensure that all equipment is maintained in accordance with service standards and that outages are reported and resolved in a timely manner.
• Ensure that all credit policies are being followed and that the credit report is resolved daily. Ensure PCI compliance.
• Ensure security and confidentiality of all guest and hotel information and material.
• Notify manager of maintenance issues.
• Maintain a clean and orderly work area in accordance with hotel standards. Complete daily/weekly cleaning schedule.
• Attend work on time as scheduled and adhere to attendance policy.
• Report unsafe conditions and suspicious activity.
• Practice safety standards at all times and keep the property safe for guests and fellow associates. Use wet floor signs as required. Use personal protective equipment.
• Wear uniform, including name-tag at all times.
• Maintain knowledge of hotel property, hotel staff, hotel services, hotel service hours of operation and hotel surroundings (i.e. mall, restaurants).
• Adhere to all work rules, procedures and policies.
• Follow proper key control procedures.
• Cover night audit shift as necessary.
• Work nights, weekends, and holidays as necessary.
• Perform other duties as assigned.

Job Type: Full-time

Pay: $14.00 - $15.00 per hour

Benefits:

• Employee discount
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Weekend availability

Supplemental pay types:

• Bonus pay

COVID-19 considerations:
SGS Safety Certified Hotel.

Ability to commute/relocate:

• Hoffman Estates, IL 60169: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person

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