Front Desk Agent

JOB DESCRIPTION: Front Desk Agent
REPORTS TO: HOTEL GM

GENERAL:

• Respond in a professional and courteous manner to all arriving, departing and in-house guest by providing accurate and timely information and services.

• Respond to telephone, email, fax, and in-person inquiries regarding reservations, hotel information, and guest concerns.

ESSENTIAL DUTIES/RESPONSIBILITIES:

• Make reservations, check-in, and check-out guests in the PMS and make changes as requested by guests.

• Post charges, corrections, and payments to guest accounts. Process guest payments.

• Sell the hotel to “walk-in” customers.

• Provide information to guests about hotel policies, services and amenities.

• Respond to requests from guests for assistance and information about local area including directions, things to do and places to eat.

• Communicate with housekeeping about room status and availability.

• Communicate with Maintenance about needed repairs, room status and availability.

• Listen for and respond to guest concerns and requests.

• Maintain daily logs.

• Balance shift work and cash drawer.

OTHER DUTIES/RESPONSIBILITIES:

• Report all damage, mechanical deficiencies, suspicious activities, theft in accordance with the

Hotel management procedures and standards.

• Maintain Confidentiality of Guest and Hotel information.
• Maintain high standards of Customer Service.
• Assist Breakfast Attendant if required.
• Participate in Hotel, Brand or Regulatory training.
• Operate Hotel Van to transport guest and employees in a safe secure manner.
• Maintain excellent customer relations by knowing all in-house events and special events in the area. Host Manager’s reception if needed.
• Perform other duties, projects as assigned by management.
• Required to work weekends, and/or holidays. May be required to work nights.

JOB QUALIFICATIONS & ABILITIES:

• Front Desk or Guest Services experience preferred.

• Be proficient in OPERA (current property management system) and Microsoft Office.

• Must have a High School level mathematical aptitude.

• Must have experience in dealing directly with the public.

• Must speak, read and write English fluently.

• Must use tact and understanding when dealing with a variety of customer service issues.

• Must be highly organized, pay attention to details when performing multiple tasks.

• Must have a valid Driver’s License at all times, with a driving record that meets or exceeds current Hotel Van operations insurance policy requirements.

EDUCATION/FORMAL TRAINING:

• 4 Year college degree preferred.
• High School diploma or equivalent required.
• Any certification or training required for operation of Hotel (Franchise Mandated or Regulator

Agency Mandated).

EXPERIENCE:

• Have verifiable experience in Customer Service.

MATERIAL/EQUIPMENT USED:

• Standard office equipment including but not limited to: telephone, copier, PC, fax and PBX.

ENVIRONMENT:

• Primarily prolonged standing or sitting indoors in thermostatically climate controlled work area under various lighting condition.

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Job Type: Full-time

Pay: From $13.50 per hour

Benefits:

• Employee discount
• Flexible schedule

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Required)

Work Location: In person