Front Desk Agent

Job Purpose/Objective

Hourly Rate: Up to $20

Essential Job Functions

• Check-in and check-out hotel guests in a confident, professional, and friendly manner
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• Provide gracious and efficient telephone service
• Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information
• Review arrivals noting special requests and blocking rooms as necessary
• Complete all items as listed on shift checklists
• Bucket checks to be performed by each shift to verify data as it pertains to: Guest name, Guest address, Room rate, Performs other related duties as assigned or requested
• Number of guests in room, Credit card Information
• Ensure proper credit card procedures are followed at all times to include credit card swiping and guest signature on registration slip
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, and credit card transactions during a given shift
• Issue guest safety deposit boxes as requested
• Advise guest of any messages, mail, faxes, etc. received for them
• Communicate service and amenities of the hotel to guests
• Take, record and relay messages accurately, completely and legibly
• Accept and record wake-up call requests
• Provide concierge service- fluent knowledge of local restaurants, special events, city attractions, and guest amenities
• Keep the front desk as well as lobby areas clean and well organized
• Assist with reservations calls in a professional manner
• Maintain complete knowledge at all times of: All hotel features/services, hours of operation, All room types, numbers, layout, and location, All room rates, special packages and promotions, Daily house count and expected arrivals/departures, Room availability status for any given day
• Balance all miscellaneous income departments against vouchers, and property management system totals

Working Conditions/Job Environment

• Must be able to stand and walk for sustained periods of time
• Medium work: Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects
• Ability to grasp, bend, and stop; push or pull heavy loads and lift/ and /or otherwise move packages, boxes and luggage
• Expressing or exchanging ideas by means of the spoken word; must convey detailed or important spoken instructions to other workers
• Close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal
• The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work)
• Some remote work may be necessary

Supervision

Not applicable

Essential Skills (Minimum qualifications individual must possess when entering position)

• 6 months experience in a similar capacity
• Punctuality and regular and reliable attendance
• Honestly and integrity
• Ability to work well under pressure of check-in/check-put of guests and handle multiple tasks at once
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision
• Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers and management to their understanding
• Ability to solve practical problems and deal with variety of concrete variables in situations where only limited standardization exists
• Effective communication skills, including the ability to express ideas clearly and listen actively
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger
• Skilled in the use of computers, adapts to new technology, keeps abreast of changes, learns new programs quickly, uses computers to improve productivity