Front Desk Agent

Responsibilities

• Maintain complete knowledge of hotel operations, scheduled daily activities, and room products
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
• Answer telephone calls, using correct salutations and telephone etiquette
• Ascertain callers' needs through open-ended questions
• Describe room accommodations and all amenities
• Obtain all designated information to book a reservation
• Accommodate special requests and designate such in the system
• Access guest history records to best service guests; maintain accurate information in guest history files
• Resolve guest complaints, ensuring guest satisfaction
• Obtain assigned bank and ensure accuracy of contracted monies. Always keep the bank secure
• Communicate pertinent guest information to designated departments/personnel (i.e. special requests, amenity delivery)
• Present folio to guest and resolve any disputed charges
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information
• Perform additional duties, as assigned
• Replenish, organize, and maintain the retail areas

Requirements and Qualifications

• High school or equivalent preferred
• 1 to 2 years in a similar experience preferred
• Strong organizational, prioritization skills and ability to work well under pressure and meet deadlines
• Strong knowledge of Outlook is a plus
• Possess an eye for the smallest detail and maintain a keen sense of urgency
• Ability to think clearly, remain calm, and resolve problems using good judgment
• Ability to think on your feet and resolve conflict
• Must be able to bend, stoop, squat, and stretch to fulfill necessary tasks
• Must be able to lift, push, and pull up to 30lbs. on a regular and continuing basis
• Must be able to stand and exert well-paced mobility for up to 8 hours in length
• All colleagues must maintain a neat and well-groomed appearance (specific standards will be provided)
• Able to share in working days, nights, weekends, and holidays