Front Desk Agent

Position Summary

The Company operates 24 hours a day and 7 days a week, requiring variations in shift days, starting and ending times, and hours worked in a week. The Front Desk Agent greets guests, processes check-ins and check-outs, issues room keys, answers questions, and resolves guest requests in compliance with policies and procedures, brand standards, and federal, state, and local regulations.

Essential Functions

• Process guest check-ins and room assignments following the hotel’s rate structures, discounts, and sell/upsell strategies.
• Accommodate special requests when possible.
• Process check-in/check-out and collect payments in compliance with cash handling, credit card processing, and accounting policies and procedures.
• Answer inquiries about hotel services, in-house events, directions, local attractions, etc.
• Aid guests with check cashing, safety boxes, additional guest room keys, transportation, etc.
• If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures, and brand standards.
• Pre-register, block reservations, and, as appropriate, take same-day and future reservations.
• Cancel room reservations according to policies and procedures.
• Ensure maintenance problems are promptly reported through proper channels.
• Comply with all company policies and procedures.
• Practice safe work habits and comply with sanitary, safety, security, and emergency procedures.
• Write shift reports including reports on any incidents of theft, accidents, or injuries when assigned.
• Check with manager/supervisor before leaving work area for any reason.
• On time and at work when scheduled, and in proper uniform.
• Attend department meetings as scheduled.
• Respond to guest requests, concerns, and problems to ensure guest satisfaction.
• Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken.
• Any other tasks/duties as requested by management.

Qualifications

The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills, and abilities cited below. Education and Experience: High school education or equivalent experience. One to two years of customer contact experience. Guest service, basic accounting, and familiarity with hospitality industry practices preferred. Skills and Abilities: Ability to understand and provide friendly guest service. Ability to correctly process check-ins and checkouts, answer questions, and resolve guest requests in compliance with policies and procedures, brand standards, and federal, state, and local regulations. Ability to process guest bills and collect payments in compliance with cash handling, credit card processing, and accounting policies and procedures. Ability to compile facts/figures in a timely manner, identify and investigate issues, and resolve basic matters. Ability to follow an appropriate course of action based on policies and procedures. Ability to operate a computer, calculator, phone, and other office equipment. Attention to details with good organizational and efficient time management skills. Consistently professional attitude and behavior with effective listening and communication skills. Ability to work in a fast-paced environment, sometimes under pressure, while remaining flexible and efficient and simultaneously handling competing and changing priorities. Ability to satisfy the legal requirements for employment within the jurisdiction.

Working Conditions & Physical Effort

Work is normally performed in an interior hotel environment. While performing job duties, the associate speaks, listens, completes documents, processes requests, and operates office equipment such as a telephone, calculator, computer, copier, and fax. Physical requirements include extended periods of standing and/or walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds. The job requires close vision with or without corrective lenses. This position may be required to operate a motor vehicle.