Front Desk Agent

Position Objective

Responsible for answering, directing, dispatching, logging all requests (internal/external) that come into the switchboard as well as attending to guest needs, including but not limited to, guest registration, check-out and cashiering. Answer internal and external telephone calls in a friendly and courteous manner.  Direct all calls in a timely and accurate manner, assisting with basic questions whenever possible to provide great customer service.  Actively coordinate communications within the resort, including guest tram service, emergency procedures, alarms, and life safety.

Essential Job Functions

• Promptly answer the telephone calls, greet callers with a positive and clear voice.  Listen attentively to the caller to ascertain the purpose of the call to ensure connection to another department is accurate.
• Accurately transcribe messages as requested.  Input and retrieve those messages when asked, reading and verbally reciting message for the guest.
• Answer basic questions regarding the resort, amenities and operations to prevent unnecessary transfers.
• Be responsive to guest’s requests.
• Greet and welcome guests upon arrival.  Register guests into the computer, verifying reservation, address, and credit information.   Promote the Guest Loyalty Program and provide recognition and benefits to all present members.
• Accept payment for guests’ / member’s accounts both at the time of registration and at checkout.   Maintain a house bank and make a deposit and accurate report of receipts daily.  Cash checks and exchange currency for guests / members & owners.
• Answer phone in a timely manner.  Respond & process requests for late check outs, room changes, lock-outs, billing inquiries, internet issues, and extension of stay.  Keep activity log updated to allow for proper follow-up.   Ensure guest satisfaction, utilizing the empowerment certificates when appropriate.  
• Post miscellaneous charges as requested.

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

• Assist in handling mail and facsimiles and providing guest with information regarding hotel facilities and local attractions.
• Book reservations for those guests who approach the Front Desk.
• Perform other duties as assigned
• Following Security guidelines in checking ID’s when releasing keys or guest information. 
• Overnight Shifts include printing all registration cards for the next day and printing all of the folios for the departures for the next day to be given to the bellman to deliver. Also, might require the service professional to act as the manager on duty. 

Education/Experience

High school or equivalent education (GED) required. 

Requirements

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.  
• Requires good communication skills, both verbal and written. 
• Must possess basic computational ability.   
• Must possess basic computer skills.
• General knowledge of the city where hotel is located and its attractions.
• Extensive knowledge of the hotel, its services and facilities.

• May be required: to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; to deal with problems involving several concrete variables in standardized situations.

Physical Demands

• Most work tasks are performed indoors.  Temperature is moderate and controlled by hotel environmental systems.
• Must be able to sit or stand for up to 8 hours in length.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to exert well-paced ability in limited space.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• General knowledge of the city where hotel is located and its attractions.
• Extensive knowledge of the hotel, its services and facilities.
• May be required to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; to deal with problems involving several concrete variables in standardized Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
• Ability to spend extended lengths of time viewing a computer screen.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Must be able to lift up to 25 lbs. occasionally.
• Requires manual dexterity to use and operate all necessary equipment. 
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

Work Environment

• Must be able to work effectively in a stressful environment, communicate with others, and effectively deal with customers.
• Must be able to change activity frequently and cope with interruptions.