Job Title: Front Desk Agent
Department: Guest Services
Reports to: Front Office Supervisors, Front Office Manager
FLSA Status: Non-Exempt
Summary: Represents the hotel to the guests and ensures the highest level of customer service by performing the following duties.
Duties and Responsibilities include the following.
Other duties may be assigned.
1.
Greets and assists all guests during arrival and departure.
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2.
Provides courteous guest services by responding promptly and efficiently to inquiries, requests, and complaints.
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3.
Processes all reservations and cancellation requests in a timely manner.
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4.
Maximizes room revenue and occupancy levels through suggestive selling techniques.
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5.
Handles the departments accounting of money, receipts, guest accounts, and other forms of credit, and operates the department's cash register.
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6.
Maintains information and communication sources such as room inventory, telephone information, log book, hotel directories, and operates switchboard to handle customer inquiries, wakeup calls, and the paging of guests.
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7.
Maintains order and cleanliness of front desk and back office to present a pleasant and professional image to guests.
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8.
Provides assistance to other departments of the hotel to contribute to its smooth operation.
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Position Requirements
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Language Ability:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization.
Math Ability:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills:
To perform this job successfully, an individual should have knowledge of word processing software and internet software.
Education/Experience:
High school diploma or general education degree (GED); and one year related experience and/or training; or equivalent combination of education and experience.
Knowledge, Skills, and Other Abilities:
• Customer/client focused
• Stress management and composure skills
• Ability to act thoroughly
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 is regularly required to stand, use hands, and talk or hear.
The employee is frequently required to walk.
The employee is occasionally required to sit, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, and taste or smell.
The employee must occasionally lift and/or move up to 20 pounds.
Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, ability to adjust focus, and ability to see color.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters 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 is occasionally exposed to toxic or caustic chemicals, outdoor weather conditions, risk of electrical shock, and vibration.
The noise level in the work environment is usually moderate.
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