Front Desk

Knowledge, Experience and Skill

• Possess a positive and upbeat personality with a desire to deliver outstanding guest service to our guests
• Demonstrate the ability to multi-task, be detail-oriented and be able to problem solve in order to effectively deal with internal and external guests
• Must be able to convey information clearly
• Must be able to evaluate and select among alternative courses of action quickly and accurately
• Works well in a fast pace environment
• Able to handle issues or concerns that arise in a proactive and effective manner
• Must be effective at listening to understand and clarify the issues raised by co-workers and guests
• Must be able to work with and understand financial information and data and basic arithmetic functions
• Ability to perform numerical operations using basic counting such as adding, subtracting, multiplying, and dividing
• Ability to read, comprehend, and write simple instructions and/or short correspondence and memos
• Ability to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information, and deal with abstract variables for unique or unfamiliar situations
• An operational knowledge of Microsoft Office suite
• Holds an understanding of hotel products and guest services
• Ability to participate in the creation of an enjoyable work environment

Essential Job Responsibilities

• Front Desk Agents are responsible for greeting and registering guests, making and modifying reservations, hotel operator, and concierge duties
• Provide attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy
• Approach all encounters with guests and associates in a friendly, service-oriented manner
• Maintain regular attendance in compliance with standards as required by scheduling which will vary according to the needs of the hotel
• Comply at all times with property policies, standards, and regulations to encourage safe and efficient hotel operations
• Greet and welcome all guests approaching the Front Desk in accordance with standards; maintain a friendly and warm demeanor at all times
• Handle requests for information, mail, and messages in an efficient and courteous manner
• Answer guest inquiries about hotel service facilities and hours of operation
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel
• Be aware of all rates, packages, and special promotions; be familiar with all in-house groups; be aware of closed-out and restricted dates
• Obtain all necessary information when taking room reservations and follow rate quoting scenarios
• Have knowledge of and assist in emergency procedures as required
• Handle check-ins and check-outs in a friendly, efficient, and courteous manner
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system
• Ensure logging and delivery of packages, mail, and messages as needed to guests and meeting rooms
• Use proper two-way radio etiquette at all times when communicating with other associates
• As needed, deliver guest items such as luggage, newspapers, messages, packages, amenities, or other items requested by guests or team members
• Maintain an up-to-date working knowledge of all property amenities as well as any special events, local area attractions, and things to do around the hotel
• Perform other duties as assigned which may include but is not limited to the following: helping coworkers in other areas of the hotel, maintaining a clean and organized work area, and overall cleanliness and safety throughout the hotel and grounds

Physical Requirements

• Ability to perform the essential job functions consistently safely and successfully with the ADA, as well as other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards
• Must be able to lift and carry up to 15 lbs
• Ability to stand for prolonged periods of time and climb steps regularly
• Ability to physically maneuver through work areas; bend, lift, carry, reach/extend arms, and hands above shoulder height frequently, or otherwise move in a constantly changing environment

Benefits

• 401(k)
• 401(k) matching
• Health insurance for full-time employees
• Dining discounts
• Career growth opportunities