Front Desk Agent

About the Role

This is a full-time position that includes working holidays and weekends.

Responsibilities

• Answer the phone and operate the telephone switchboard
• Greet and welcome all guests in a professional and hospitable manner
• Register guests and assign them a guest room
• Have a thorough working knowledge of the hotel property management system, Innquest
• Verify customers' credit and establish how the customer will pay for their bill
• Keep records of room availability and guests' accounts using the specified computer system, Innquest
• Work with a working knowledge of all rates, packages, and booking restrictions
• Review the reservation transaction reports daily
• Compute bills and collect payments from guests
• Issue room keys and assist guests with their luggage
• Have full knowledge of all parking options and charges, always offering luggage assistance
• Monitor guest accounts and post charges
• Review accounts and charges with guests during the check-out process
• Contact housekeeping or maintenance staff when guests report problems
• Advise housekeeping staff when rooms have been vacated and are ready for cleaning
• Keep in contact with housekeeping to maintain accurate records of room status
• Professionally handle guest complaints, solve problems, and follow up using EA service culture standards
• Receive and expedite all guest messages, faxes, packages, and mail
• Verify and update room rates
• Make and confirm reservations over the phone and those submitted online
• Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions
• Record guest comments or complaints, referring customers to managers as necessary
• Maintain the lobby and sitting area, including ensuring coffee, beverages, and snacks are replenished
• Record and set wake-up calls
• Handle all lost and found inquiries efficiently and professionally, following proper guidelines
• Deposit guests' valuables in hotel safes or safe-deposit boxes
• Responsible for safekeeping and issuance of keys
• Responsible for handling department banks
• Date-stamp, sort, and rack incoming mail and messages
• Attend weekly department meetings
• Devise packages and other deals for upcoming periods
• Update and maintain the website, especially regarding special stay packages and deals
• Be informed of all events taking place at the hotel on a daily basis
• Implement Yield Management strategies
• Post bills and charges to the accounts of small groups
• Answer questions for guests both at the front desk and over the phone
• Make special deliveries to guest rooms with gift baskets, champagne, and other special-ordered items
• Know all safety and emergency procedures, including handling emergency phone calls
• Keep a log of all maintenance problems and inform housekeeping of said problems
• Responsible for emergency response and evacuation according to company emergency procedures manual

Requirements

• Flexibility to step into whatever role is needed to deliver exceptional customer service, including responsibilities outside this job description and assisting other departments
• Ability to comply with all hotel policies and procedures
• Willingness to work weekends, holidays, and/or flexible hours
• Ability to lift 30 lbs
• Ability to stand for 8 hours at a time
• Ability to bend frequently during a shift
• Ability to work on a computer for 8 hours a day

Benefits

Ethan Allen offers a variety of benefits that allow associates to choose based on personal and family needs:

• 401(k) plan (with Employer contributions)
• Two Medical Plans with Prescription Drug Coverage
• Health Savings Account (including Employer contributions)
• Dental Plan
• Vision Plan
• Basic Group Term Life & Accidental Death & Dismemberment
• Supplemental Group Term Life & AD&D Insurance
• Dependent Group Term Life Insurance
• Short and Long-Term Disability (Full-Time associates only)
• Business Travel Accident Life Insurance
• Flexible Spending Accounts – Health Care & Dependent Care
• Commuter Saving Plans – Public Transit & Parking
• Voluntary Whole Life Insurance
• Voluntary Critical Care Insurance
• Voluntary Accident Insurance
• Employee Assistance Program

Benefit availability varies based on full-time or part-time employee classification.