Front Desk Agent General Responsibilities:
- In a warm and inviting way, greets and directs guest at the time of check-in and throughout the guest stay.
- Takes responsibility for special request from guest and handles in a quick, efficient and courteous manner.
- Completes Daily Shift Checklist:
- Reviews all departures for correct billing and reads reservation comments for any events/disturbances that may have occurred during the guest stay.
- Resolves any outstanding issues.
- Verifies payment method for third party reservations and takes deposits and/or completes routing.
- Reviews arriving reservations for correct billing and the reservation comments/request ensuring items requested are delivered (e.g., mail, package coupons, special event coupons, rollaway, pet friendly room/room preference).
- Communicate with other department personnel to complete guest request.
- Directs incoming guest providing an overview of the property and upselling when appropriate.
- Ensures all guest sign a guest registration card, provides a valid credit card and/or other method of payment.
- Answers telephone calls within 3 rings with proper greeting.
- Screens telephone calls, makes room and vacation home reservations.
- Answers guest inquiries pertaining to resort amenities, dining, entertainment and travel directions.
- Responds to guest comments/complaints in a timely manner and takes responsibility to resolve the guest request and/or concerns.
- Accurately post charges to guest folios, such as for the gift shop, golf, spa or the restaurant.
- Verify front desk banks and deposits each shift and follows all cash-handling and credit card policies.
- Accurately record information in all of the required logs and related service systems (e.g., telephone, second effort and Service Pro).
- Responsible for the order and cleanliness of the front desk and lobby area.
- Reports all unsafe condition immediately.
- Maintain a good working relationship with all departments.
- Comply with all policies and procedures set forth by the property Employee Handbook.
Job Qualifications - High School Diploma or GED
- Preferred front office experience in the hotel, leisure and/or retail sector
- Ability to work well with others
- A desire to deliver exceptional levels of Guest Service
- Exhibit effective communication skills, both written and verbal
- Basic math skills and prior cash handling experience
- Detailed oriented and ability to multi-task and work well under pressure
- Ability to stand during a 6 to 8 hour shift
- To successfully fill this position, the candidate should maintain the attitude, behaviors, skills and values as described in this description.
FLSA Information Management Activities Discretion / Independent Judgment This position does represent the company in handling complaints, arbitrating disputes or resolving grievances. A Front Desk Agent will be expected to work with guests and visitors to ensure satisfaction. A Front Desk Agent will have to take initiative and get creative in resolving guest challenges and involve a supervisor only when previous methods have been unsuccessful.
ADA Information Physical Requirements - Ability to speak and hear
- Close and distance vision
- Frequent standing with some walking and sitting
- Will stand for long periods of time
- Frequently lifts/carries up to 5 lbs
- Occasionally lifts/carries up to 25 lbs
- Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills
- Able to reach hands and arms in any direction and kneel and stoop repeatedly
Working Conditions - Generally in an indoor office setting
- Will be using a computer frequently
- Varying schedule to include evenings, holidays and extended hours as business dictates