Job Description

Job Description

Job Description

POSITION: Front Desk Agent

REPORTS TO: Front Desk Supervisor / Front Office Manager

JOB OVERVIEW : To assist guests efficiently, courteously, and professionally in all Front Desk related functions and to maintain high standards of service and hospitality.

ESSENTIAL JOB FUNCTIONS:

• Check guests in and out efficiently and in a friendly manner.
• Promptly and effectively deal with guest complaints and requests.
• Post guest charges and compute guest bill, collect payment and make change for hotel guests following all cash handling procedures as required by the company.
• Handle guest mail and messages per established procedures.
• Be very knowledgeable of Rewards program and promotions.
• Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies.
• Take reservation requests efficiently.
• Monitor room availability, block rooms and handle special requests.
• Handle safe deposits by guests per established procedures.
• Answer switchboard in accordance with standards of proper telephone etiquette.
• Have a thorough knowledge of emergency and security procedures.
• Offer and properly handle requests for wake-up calls.
• Open and close shift; make cash drops.
• Ensure all credit cards, cash, and change funds are balanced throughout each shift.
• Inform management of any guest or systems related complaints or problems.
• Communicate with incoming staff and management by logging pertinent information in the pass on log.
• Keep maintenance informed of all maintenance needs.
• Pass on guest lost and found inquiries to management or supervisors.
• Assist in marketing effort by completing Company Tracking nightly.
• Must wear proper uniform at all times in accordance with the Standards of Appearance.
• Have a thorough knowledge of emergency procedures, practice safety standards at all times.
• Know how to clean guest rooms to standards.
• Be able to move luggage or packages weighing up to 40 lbs.
• Follows safety and security procedures and rules.
• Comply with attendance rules and be available to work on a regular basis.
• Carry out any reasonable request by management that is capable of being performed.

PERFORMANCE STANDARDS

Customer Satisfaction:

Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with our staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every associate is a guest relations ambassador, every working minute of every day.

Work Habits:

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security:

The safety and security of our guests and associates is of utmost importance. Every associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

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