Front Desk Agent / Shuttle Driver

Responsibilities

• 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 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, certificates, and coupons as appropriate.
• Requires continual standing and movement throughout front office areas.
• Verify and imprint credit cards for authorization using electronic acceptance methods.
• Handle cash; make change and balance as assigned house bank.
• Accept and record vouchers, travelers’ 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 the time of check out and ensure guest’s satisfaction.
• In the event of dissatisfaction, research and attempt to resolve problem within established guidelines, may include turning problem over to a supervisor.
• Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues.
• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and 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.
• Keeps the corridors and service area neat at all times.
• Adheres to all company policies and procedures.
• Follows safety and security procedures and rules.
• Knows department fire prevention and emergency procedures.
• Utilizes protective equipment.
• Reports unsafe conditions to supervisor/manager.
• Reports accidents, injuries, near‑misses, property damage or loss to supervisor.
• Provides for a safe work environment by following all safety and security procedures and rules.
• All team members must maintain a neat, clean and well‑groomed appearance (specific standards outlined in team member handbook).
• Assists other Front Desk Personnel when needed.
• Perform any related duties as requested by supervisor/manager.

Requirements

• Valid driver license with a clean driving record and ability to drive a 15‑passenger van.
• Ability to work AM/PM shifts.

Qualifications

• High school diploma preferred; equivalent combination of education and experience acceptable.
• Prior hospitality experience preferred, but not required.
• Considerable skill in the use of a calculator and ability to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers requiring patience, tact, and diplomacy to defuse anger, collect accurate information, and help resolve conflicts.
• 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.
• Ability to stand and move throughout front office continuously; stand approximately 95% of shift.
• Ability to lift up to 25 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing, and smiling.

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room discounts
• Employee food and beverage discounts