Front Desk Agent
Position: Front Desk Agent $13 + Commission
Department: Front Office
Reports to: Director of Front Office
Job Summary
This position is responsible for performing a variety of guest service activities in an exceptionally
friendly, professional and efficient manner commensurate with the demands of a world-class hotel.
Registers guests, assigns rooms, settles guest accounts and coordinates with other departments to satisfy
guest requests.
Job Specifications
Qualifications
« Minimum one year Front Desk experience at a comparable quality
property preferred
« High school diploma or general education degree (GED), six months related
experience and/or training, or equivalent combination of education and
experience.
« Computer skills required: HotSOS and Opera
« General knowledge of hotel departments preferred
« Excellent communication skills – oral and written
« Excellent guest service skills
« Ability to stand for an eight hour shift
« Ability to work a flexible schedule to include weekends and holidays
Job Duties
General
« Welcomes and registers guests in an outstandingly friendly, professional,
efficient manner
« Whenever possible assigns rooms which satisfy all special requests
« Obtains necessary credit and payment information from guests
« Provides traveler check cashing and foreign currency conversion for Hotel
guests
« Coordinates with other Hotel departments to satisfy guest requests
« Provides detailed information about Hotel facilities and operating hours
« Notifies Housekeeping of all special requests, late checkouts, room changes and day use rooms « Posts charges received by Front Desk from Hotel outlets « Adheres completely to all Grand Service standards « Sells rooms in accordance with Front Desk sales strategies « Receives and transmits guest messages « Performs check-out and cash handling activities in accordance with all Hotel cashiering and credit policies « Distributes and coordinates completion of survey cards during guest check-out « Assists guests with kiosks computers for guest check-in & check-out « Coordinates room changes for guests « Issues and provides access and close out for guest safe deposit boxes « Answers telephone calls and guest inquiries in a friendly, professional manner « Reads and initials all entries in Front Desk Log Book and all information on Front Desk Bulletin Board « Reads Group Profiles and Banquet Event information on a daily basis « Maintains the cleanliness and excellent condition of equipment and work area « Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values. « Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. « Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures. « Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. « Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments. « Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan. « Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
« Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. « Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity. « Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. « Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality. « Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information. « Other duties assigned
Within the first 30 days must be able to perform to standard all activities on the New Hire Training Checklist.