Front Desk Agent

Description

We are seeking a friendly, professional, and customer service-oriented Front Desk Agent to be the first point of contact for our guests and visitors. The ideal candidate will provide exceptional service by greeting and assisting guests, answering inquiries, and ensuring a smooth check-in and check-out process.

This role requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment. For this position, we are looking for a reliable candidate who is able to work our 3 PM to 11 PM shift as well as be able to work rotating weekends

Responsibilities

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Offers courteous and sincere hospitality at all times. Understands what is meant by "good guest service". (Provides the public with uniform, consistent, efficient, courteous, high-quality service in addition to a clean hotel and grounds.)

• Answers questions about the hotel and community, is knowledgeable about the location of local attractions, restaurants, and shopping, and answers complaints or concerns by the guests.

• Is part of the hotel's security team and is responsible for immediately reporting, orally or in writing, any potential safety or security hazards to the immediate supervisor.

• Greets guests and checks them in and out using the computerized property management system. Completes all necessary paperwork for checking guests in and out, including guest registration information, appropriate room charges, and any other necessary documentation.

• Promotes all Company/Brand loyalty programs.

• Handles cash and is able to accurately count cash and make accurate change for guests. Responsible for cash transactions. Knows the procedure for obtaining proper credit card authorizations.

• Operates the switchboard using proper telephone etiquette, taking and transferring calls as required, taking messages accurately, always noting time and date, recording and making guest wake-up calls. Able to operate a TDD (Telecommunications Device for the Deaf).

• Follows all emergency procedures and knows how to respond in the event of different types of emergencies. This requires mobility to travel from room to room and up and down stairs to notify guests and also assist guests in evacuating the hotel.

• Knows room rates, locations, and furnishings of all rooms.

• Knows physical make-up and layout of the building, both interior and exterior.

• Reviews front desk log and records the activities of your shift in the log.

• Responsible for balancing the cash drawer and shift deposit. Completes all necessary paperwork.

• Report any problems, orally or in writing, concerning the front desk, guest relations, and maintenance to the immediate supervisor on a daily basis.

• Takes reservations and cancellations received over the telephone, through the front desk computer, through the mail, over the fax, and in person, and accurately inputs data in the property management system.

• Is responsible for being aware of any changes in hotel operations and policies.

• Locks and secures the front desk area at any time when required to leave the area (is required to take and use portable telephone for guest needs and potential emergencies).

• Keeps all entrances and sidewalk areas reasonably free of snow and ice.

• Checks outside lighting each night and reports any problems (bulbs out, etc.) on a maintenance request form.

• Delivers rollaways, cribs, and additional guest supplies (towels, soap, glasses, etc.) to guest rooms when requested.

• Follows procedures for handling disorderly conduct in guest rooms and public areas of the hotel.

• Organizes paperwork for the entire day's business. This includes the front office cash sheets, night audit reports, credit card settlement reports, guest registrations for checked-out rooms, and any miscellaneous paperwork related to the day's business.

• Records and audits each guest folio and checks and verifies that all charges have been accurately recorded on each and every guest folio for each room rented at the hotel. These charges include and are not limited to room charges and any miscellaneous charges such as vending revenue, meeting room revenue, pet fees, etc.

• Verifies that the day's credit card settlement equals the General Manager's property management system report and that the total credit card charges have been settled with the credit card processor.

• Counts the cash on hand and verifies the accuracy of the count.

• Is able to balance the reports and have them ready for the General Manager in a neatly assembled order.

• Keeps front desk area and lobby clean and orderly at all times (dust, vacuum, clean windows and doors, empty trash, etc.).

• Makes coffee; supplies and cleans coffee bar/great room area. Restocks and cleans pantry/suite shop, if available as a guest amenity.

• Helps secure guest lodging with referrals when the hotel is full.

• Keeps all areas of the front desk supplied with necessary items. Reports to immediate supervisor any supplies that are needed.

• As lost and found items are turned in, recorded, and placed in the proper storage area.

• Cleans guest rooms, either when the hotel is full and there is a vacant room that needs to be cleaned to be sold, or when the hotel is short of housekeeping staff.

• Assists with the setup of breakfast items when needed.

• Complies with BBP, OSHA, and Hazcomm 2012 standards. Knows the potential hazards of any chemicals used and the proper personal protective equipment required. Uses personal protective equipment as directed by Safety Data Sheets.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

To perform the duties of this job, the employee is regularly required to talk and hear. The employee must have the ability to speak and understand the English language. The employee is frequently required to stand, walk, use hands to finger, handle, or feel, and reach with hands and arms heights up to 72 inches. The employee is required to frequently walk up and down stairs, bend to the floor, lift, push, and pull weights up to 50 pounds.

The employee is required to push a stocked housekeeping cart weighing approximately 200 lbs and reach items on the top of the cart, which is approximately 48 inches from the floor. In addition, the employee must be able to reach the lowest shelf on the cart at an approximate height of 6 inches from the floor. Scrubbing involves repetitive pushing and pulling with hands, arms, elbows, and shoulders. Scrubbing also involves extensive bending, stooping, and kneeling. The employee is required to frequently lift a shovel and snow weights up to 20 pounds.

Qualifications

• High school diploma or equivalent preferred.

• Prior experience in customer service or front desk operations is preferred.

• Proficiency in Microsoft Office and hotel/front desk management systems (e.g., Opera) is an asset.

• Excellent verbal and written communication skills.

• Strong interpersonal skills and a positive attitude.

• Ability to remain calm and efficient under pressure.

• Flexibility to work evenings, weekends, and holidays as needed.