POSITION PURPOSE:

Guest Service / Front Desk Agent responsibilities include completing all activities listed in Front Desk checklist, performing various marketing duties (upselling) to generate additional revenue, providing optimum service and satisfaction to hotel/restaurant guests and visitors; showing individual performance effectiveness, and following proper security & liability measures to protect the assets of the hotel and the Company.

ESSENTIAL FUNCTIONS: (include the following. Other duties may be assigned.)

• Welcome guests upon their arrival and assign rooms
• Perform all check-in and check-out tasks
• Follow Brand standards e.g. Brand Loyalty programs.
• Inform customers about payment methods and verify that I.D. and payments method match
• Register guests collecting necessary information (like contact details and exact dates of their stay)
• Provide information about our hotel, available rooms, rates and amenities
• Respond to guest complaints in a timely and professional manner
• Communicate with hotel housekeeping staff to ensure all rooms are available to check into by check-in time in addition to all departures being gone by check-out time
• Confirm group reservations and arrange personalized experiences for guests and event attendees such as wedding guests etc.
• Maintain knowledge of standards and company policies
• Understanding of how travel planning websites operate, like Booking and TripAdvisor

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Previous experience as a hotel Front Desk Agent preferred
• Must have excellent communication and organizational skills.
• Must have the ability to understand, read, write and speak English and communicate with guests and Team Members of other departments.
• Must be familiar with a computer and be able to type using a computer keyboard
• Must be familiar with operation of office equipment such as: copier, printer, facsimile machine, telephone etc.
• Ability to apply commonsense understanding to carry out instructions given.
• Ability to comply in standardized situations with only occasional or no variables.
• Ability to work flexible shifts
• Must have excellent customer service skills.
• Must be able to work without constant supervision.

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

• While performing the duties of this job, the employee will be required to stand for long periods of time; using arms, hands and legs repetitively; handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee frequently is required to walk, climb or balance, talk and hear.
• May be required to regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
• Must be capable of effectively using close vision, distance vision, and color vision.
• Able to operate in mentally and physically stressful situations

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee occasionally works near moving mechanical parts.
• The noise level in the work environment is usually moderate, but could become loud from time to time.

QUALIFICATION STANDARDS:

• High school education or equivalent is required. Some college preferred.
• Preferred six (6) months related experience in hotels or customer service training
• Must be able to work in team environment

REASONABLE ACCOMMODATION STATEMENT

To accomplish this job successfully, an individual must be able to perform each essential function satisfactorily, with or without reasonable accommodation. Reasonable accommodations may be provided to assist in enabling a qualified individual with a disability to perform the essential functions of this job

This job description is not an exclusive or exhaustive list of all job functions that a Team Member in this position may be asked to perform from time to time.