Front Desk Agent

Job Overview

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet Thompson Nashville's high standards of quality.

About the Role

Reports to: Director of Front Office, Front Office Manager, Assistant Front Office Managers
Key Relationships: Internal: Bell and Door Staff, Concierge, Reservations/PBX, Housekeeping, Sales, Catering
External: Hotel guests/visitors, other hotel personnel, and vendors/suppliers.

Qualifications/Skills

• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
• Ability to stand and move throughout front office and continuously perform essential job functions.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Desirable: High school diploma preferred.
  Prior hospitality experience preferred.
  Applicants with additional language skills preferred.

Essential Job Functions

• Greet customers immediately with a friendly and sincere welcome.
• Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate.
• Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Requires continual standing and movement throughout front office area.
• Verify and accurately imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and accurately record vouchers, traveler’s checks, and other forms of payment.
• Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Remain calm and alert especially during emergency situations and heavy hotel activity.
• Plan and implement detailed steps by using experienced judgment and discretion.
• Summon front service/bell assistance to escort guests to their rooms as appropriate.
• Provide safe deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the customer. File access slips in alphabetical order. Place remarks on room folio indicating occupation of single, double beds.
• Operate facsimile machine to send, receive, and log incoming transmissions. When possible, hand-deliver incoming faxes using the message function of the computer.
• Use the photocopier to make copies of items as required.
• File registration cards in room number order. Retrieve registration cards from the files for each check out.
• Provide instruction and/or guidance for guest and employee safety in fire or other emergency situations.
• Maintain familiarity with all property functions and outlet operations to market property to guests in a positive manner.
• Directs guest flow through hotel giving assistance and directions to restaurant and other guest / client facilities.
• Listen and respond to guest inquiries using a positive, clear speaking voice. Answer questions and offer assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.
• Other duties as assigned by the supervisor such as assisting PBX operators or reservations agents.

Physical Abilities

• Inside with protection from weather but not necessarily changes in temperature.
• Confined work area with considerable traffic, frequent interruptions, and noise from telephones, voices, and office machines.
• Periods of standing exceeding 90% of work shift are required.
• Physical activities include standing, talking, hearing, seeing, sitting, lifting, carrying, pushing, pulling, stooping, kneeling, reaching, handling, fingering, and bending.
• Considerable repetitive motion of hands and wrists as relates to the use of computer keyboards is possible.