Front Desk Agent

Description

Primary Job Duties

• Responsible for taking reservations and attending to the needs of guests 
• Strives to ensure guests are 100% satisfied 
• Answers reservation calls and responds to email requests 
• Coordinate guest reservation information according to in house computer system and policies 
• Process payments, guest charges, and reconcile accounts
• Make necessary corrections to guest accounts 
• Provide information to guests and potential guests about Inn policies, services, and amenities 
• Respond to requests from guests for assistance and information about the local area i.e. directions, places to eat, sightseeing etc.
• Inform housekeeping on room status/availability 
• Resolve guest concerns in a timely manner
• Ensure management is kept current on property issues, guest concerns, etc. 
• Completes daily reservation and lobby duties as designated on sign-off lists
• Opening or closing duties as assigned to ensure that property is properly opened and securely closed according to procedures 
• Detailed knowledge of hotel i.e. features of Inn, features of each guest room, guest services, basic history of Inn 
• Always professional, polite, and courteous when around or approached by guests or other Inn staff
• Maintains a clean working environment at all times 
• Resolves or refers guest complaints to management 
• At properties offering breakfast service, assists with the preparation, setup, replenishment, and breakdown of breakfast service, including continental or light-prepared items. 
• Supports maintaining cleanliness, organization, and food safety standards in breakfast and service areas during assigned shifts. 
• Assists guests during breakfast hours by answering questions and ensuring a positive guest experience. 
• Specific breakfast-related responsibilities may vary by property based on service model and operational needs. 
• Adheres to company policies and procedures as outlined in the Employee Handbook, training manuals, training sessions, property signage and state and federal laws and regulations 
• Adheres to company’s attire and grooming requirements at all times 
• Accurate time keeping of time worked, i.e. punching in and out for scheduled work shifts and meetings 
• Reports time keeping errors in a timely manner to appropriate manager or staff
• Attends company meetings and training sessions as required 
• Maintains positive working attitude when performing duties 

Knowledge

Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Public Safety and Security - Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.

Administrative - Knowledge of administrative and office procedures and systems such as word processing, managing files and records, designing forms, and workplace terminology.

Computers and Electronics - Knowledge of computer hardware and software, including applications and programming used at the front desk.

Mathematics - Knowledge of basic arithmetic, algebra, and geometry and their applications.

Skills

Basic Skills

• Active Learning- Understanding the implications of new information for both current and future problem-solving and decision-making.
• Active Listening- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Critical Thinking- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Learning Strategies- Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
• Mathematics- Using mathematics to solve problems.
• Monitoring- Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Reading Comprehension- Understanding written sentences and paragraphs in work-related documents.
• Speaking- Talking to others to convey information effectively.
• Writing- Communicating effectively in writing as appropriate for the needs of the audience.

Social Skills

• Coordination- Adjusting actions in relation to others' actions.
• Instructing- Teaching others how to do something.
• Negotiation- Bringing others together and trying to reconcile differences.
• Persuasion- Persuading others to change their minds or behavior.
• Service Orientation- Actively looking for ways to help people.
• Social Perceptiveness- Being aware of others' reactions and understanding why they react as they do.
• Complex Problem Solving- Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Technical Skills

• Equipment Maintenance- Performing routine maintenance on equipment and determining when and what kind of maintenance is needed.
• Equipment Selection- Determining the kind of tools and equipment needed to do a job.
• Installation- Installing equipment, machines, wiring, or programs to meet specifications.
• Operation and Control- Controlling operations of equipment or systems.
• Operations Analysis- Analyzing needs and product requirements to create a design.
• Operations Monitoring- Watching gauges, dials, or other indicators to make sure a machine is working properly.
• Programming- Writing computer programs for various purposes.
• Quality Control Analysis- Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
• Repairing- Repairing machines or systems using the needed tools.
• Technology Design- Generating or adapting equipment and technology to serve user needs.
• Troubleshooting- Determining causes of operating errors and deciding what to do about it.

Systems Skills

• Judgment and Decision Making- Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Systems Analysis- Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
• Systems Evaluation- Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.

Resource Management Skills

• Management of Financial Resources- Determining how money will be spent to get the work done, and accounting for these expenditures.
• Management of Material Resources- Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work.
• Management of Personnel Resources- Motivating, developing, and directing people as they work, identifying the best people for the job.
• Time Management- Managing one's own time and the time of others.

Requirements

Education and Experience

• High School Diploma - or the equivalent (GED)
• Some College Courses
• At least two years of customer service experience 
• One year of front desk experience in the hospitality industry
• Excellent verbal communication skills 
• Availability to work shifts, including evenings, weekends and holidays 
• Ability to solve guest challenges in a friendly and timely fashion
• Friendly and welcoming demeanor 

Work Context

Communication - Types and frequency of interactions with other people that are required as part of this job.

Role Relationships - Importance of different types of interactions with others both inside and outside the organization

Responsibility for Others - Amount of responsibility the worker has for other workers as a part of this job

Conflictual Contact - Amount of conflict that the worker will encounter as part of this job

Work Setting - Description of physical surroundings that the worker will face as part of this job

Tools and Technology

• Personal computers
• Voice mail systems
• Google Suite
• WebRez Pro
• Opera Cloud
• Whistle 

Physical Requirements

·       Sit, stand, and walk for varying lengths of time

·       Lift approximately ten (10) pounds

·       Good communication skills, both written and verbal

 

Other

·       Must be able to work weekends/holidays, when needed.

·       Ability to communicate efficiently and effectively.

·       Ability to prioritize and problem solve effectively.

·       Ability to think and perform both independently and as a team.

·       Ability to develop positive working relationships with both guests and staff.

·       Ability to negotiate, delegate and work under pressure.

·       Comfortable working with computers.

·       Organized and detail-oriented.

·       Strong presentation skills.

Summary

Job Summary

This role is responsible for assisting in accommodating hotel guests by registering and assigning rooms, issuing room keys or cards, transmitting, and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests. Answer guests inquires and problem solve as required. The ideal candidate will be able to participate and maintain a collaborative team environment to ensure guest satisfaction.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship. 

The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.