Front Desk Agent

Job Title:                    Front Desk Agent

Department:              Front Office

Reports To:                Front Office Manager, Assistant General Manager

Scope of Position:

Operate the functional areas of guest registration, bell services, telephone services, and guest reservations to ensure guest satisfaction and maximize hotel profitability.

Primary Responsibilities:

• The major responsibility is to operate the functional areas of guest services, i.e., resolving guest complaints to the satisfaction of the guest; responding promptly to any guest request for service, using the hotel’s computer system for reservations, scheduling, or other guest related services, and answering the hotel telephones courteously and efficiently.
• Maintains a “can do” and a “guests first” attitude at all times.
• Works as a member of the overall hotel team to ensure that each guest has an experience that exceeds their expectations
• Attends scheduled training sessions within the hotel as dictated by the brand and the hotel management.
• Ensures adherence to procedures for guest and associate security and emergency procedures as established.
• Abides by established procedures for hotel accounting, credit control, handling of financial transactions, and security of monies.

Requirements:

• Previous hotel Guest Service experience strongly encouraged.
• Must be willing to work a variety of AM/PM/overnight, weekend and holiday shifts
• Requires strong command of the English language to include speaking, reading and writing. Bilingual a plus.
• Requires strong organizational skills.
• Must be able to multi-task and work independently.
• Able be able to be on your feet/stand for long periods of time.
• Excellent people skills, listening skills, and an energetic personality.
• Meet/exceed customer and team expectations; a true desire to satisfy the needs of others in a fast paced environment
• Must possess basic computer skills, i.e., Microsoft Word and Excel, Internet Explorer, etc.
• Cash handling experience strongly desired.
• Able to lift, pull, or carry items weighing approximately 50 pounds

Qualificiations:

Education/Experience:            High School Diploma or Equivalent

Skills:                                      Interpersonal skills, Computer aptitude, Communication, Organizational, and Customer service orientation 

The statements in this position description are intended to describe the essential nature and level of work being performed.  They are not intended to be ALL responsibilities or qualifications of the job.