Front Office Agent ( First Shift)

About the role

The Front Desk Agent's primary role is to provide a high-level guest experience, ensuring personalized service is offered to every guest. This role will check guests in and out of their rooms and resolve issues tactfully and thoughtfully.

Responsibilities

• Process all guest check-ins, check-outs, room assignments, and room change or late check-out requests
• Secure payment; activate/reissue room keys; and document exceptions
• Verify and/or adjust billing for guests
• Clear departures in the computer system
• Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day
• Maintain positive guest experiences at all times
• Coordinate with Housekeeping to track room status and guest concerns
• File guest paperwork or documentation
• Run and check daily reports, contingency lists, and credit card authorization reports
• Supply guests with directions and information
• Answer, record, and process all guest calls, requests, questions, or concerns and follow up to ensure guests' satisfaction
• Arrange transportation for patrons
• Count and secure the internal bank at the beginning and end of the shift
• Cash guests' checks, process all payment types, vouchers, paid-outs, and charges, providing change when applicable
• Accept and record wake-up call requests; deliver to Call One
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
• Assist PBX with switchboard duties
• Assist with Reservations calls. Handle all Reservation calls after 5 p.m.; process, record, and follow up on any details relative to such
• Provide Concierge service when no Concierge is available
• Assist in other Front Office areas as assigned
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
• Resolve guest complaints, ensuring guest satisfaction
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas
• Answer department telephone within 3 rings, using the correct greeting and telephone etiquette
• Promote a positive experience to all individuals approaching the Front Desk
• Other duties as assigned

Safety and Environmental Performance

• Ensuring that all applicable safety regulations are communicated and adhered to by personal example
• Support full hotel compliance with safety rules to further our goal of zero (0) accidents and encouragement of reporting and correcting near misses
• Adhere to SOPs and other work procedures as required to ensure guest satisfaction and consistent service is delivered to our patrons
• Immediately report all injuries to Loss Prevention, as well as the manager on duty

Qualifications

• High School Diploma or GED
• 2 years of customer service experience, preferably in the hospitality industry
• Basic computer and math skills
• Professional telephone etiquette and office skills
• Excellent oral and written communications skills
• Fluency in English with preferred experience in a foreign language
• Ability to input and access information in the property management system/computers/point of sales system
• Ability to type proficiently
• Ability to suggestively sale
• Ability to analyze and solve problems

Working Conditions

• Performing under various temperature conditions
• Heavy lifting
• Standing for extended periods
• Walking long distances
• Under variable noise levels
• Around dust and mite hazards
• Around fumes and odor hazards
• Around chemicals
• Required to wear a company-provided uniform when applicable
• Working around moving machinery/heavy equipment
• Slippery and uneven walking surfaces

Physical Requirements

• Must be able to lift and carry or otherwise move 25 pounds regularly
• Must be able to move safely over uneven or slippery surfaces in confined spaces
• Must be able to see and respond to dangerous situations
• Remain in a stationary position for 8 hours throughout the work shift
• Must have a good sense of balance, be able to bend and kneel
• Must have the ability to communicate with guests, management, and co-workers using verbal and written forms of communication