Front Desk Agent

*JOB OVERVIEW: * Check-in/Check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements.
Provide information and assistance to all guests and visitors.
*REPORTS TO: *Front Desk Supervisor/ Manager.
*SUPERVISES:* *WORK ENVIRONMENT:* Front Desk and Back Office Areas, Guest Rooms, and all Public Areas Job involves working: Under variable temperature conditions (or extreme heat or cold).
Under variable noise levels.
Outdoors/indoors.
Around fumes and/or odor hazards.
Around dust and/or mite hazards.
Around chemicals.
*KEY RELATIONSHIPS:* Internal: Staff in Front Desk area, Reservations, Hotel Assistant Managers, Housekeeping, and Engineering.
External: Hotel guests/visitors, Tour company representatives, other hotels.
*QUALIFICATIONS* Essential: \*\*\* MUST BE PROFICIENT IN COMPUTERS \*\*\* 1.
High school graduate or equivalent vocational training certificate.
2.
Compute basic arithmetic.
3.
Fluency in English both verbally and non-verbally.
4.
Provide legible communication and directions.
5.
Ability to: Perform job functions with attention to detail, speed, and accuracy.
Prioritize and organize.
Be a clear thinker, remaining calm and resolving problems using good judgment.
Follow directions thoroughly.
Understand guest’s service needs.
Work cohesively with co-workers as part of a team.
Work with minimal supervision.
Maintain confidentiality of guest information and pertinent hotel data.
6.
Ability to input and access information in the property management system/computers/point of sales system.
Desirable: 1.
Some college or training in Hospitality Industry.
2.
Previous experience as Front Desk Agent.
3.
Previous cashiering experience.
4.
Fluency in a foreign language, preferably.
5.
Ability to suggestively sell.
6.
Certification in CPR.
7.
Previous guest relations training.
*PHYSICAL ABILITIES* Essential: 1.
Exert physical effort in transporting 45 pounds.
2.
Endure various physical movements throughout the work areas.
3.
Remain in stationary standing position for up to 8 hours throughout work shift.
4.
Satisfactorily communicate with guests, management, and co-workers to their understanding.
*ESSENTIAL JOB FUNCTIONS* 1.
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
2.
Maintain complete knowledge of correct maintenance and use of equipment.
Use equipment only as intended.
3.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
4.
Maintain positive guest relations at all times.
5.
Resolve guest complaints, ensuring guest satisfaction.
6.
*Monitor and maintain cleanliness, sanitation, and organization of assigned work areas*.
7.
Maintain complete knowledge at all times of: a) All hotel features/services, hours of operation.
b) All room types, numbers, layout, decor, appointments, and location.
c) All room rates, special packages, and promotions.
While maintaining a high average daily rate (ADR).
d) Daily house count and expected arrivals/departures.
e) Room availability status for any given day.
f) Scheduled daily group activities.
8.
Obtain assigned bank and ensure accuracy of contracted monies.
Keep bank secure at all times.
9.
Meet with Supervisor to review daily assignments and priorities.
10.
Meet with departing Front Desk Agent to review business status and follow up items.
11.
Access all functions of computer system.
12.
Set up workstation with necessary supplies.
13.
Answer department telephone within 4 rings, using correct greeting and telephone etiquette.
14.
Promote positive guest relations to all individuals approaching the Front Desk.
15.
Process all guest check-ins.
16.
Confirm reservation in system and review all noted information.
17.
For guests without a reservation, sell a room type agreed upon.
18.
Register guest in the computer and generate a registration card.
19.
Verify registration card information with the guest.
20.
Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
21.
Assign guest room.
22.
Advise guest of any messages, mail, faxes, etc.
received for them.
23.
Inform guest of room safe and mini-bar key and room key procedures.
24.
Communicate services and amenities of the hotel to guests.
25.
Obtain proper identification for tax exempt guests and attach form to registration card.
26.
Maintain guest history files on all guests.
27.
Set up accurate accounts for each guest checking in according to their requirements (i.
e.
, share-with’s, separate room/tax/incidentals, comp).
28.
File registration cards and vouchers in bucket by room number.
29.
Handle overbooked or “walked” guests.
30.
Accommodate room changes.
31.
Document all guest requests, complaints, or problems.
32.
Take, record, and relay messages accurately, completely, and legibly.
33.
Offer detailed information on the Message system to callers and guests wishing to leave message.
34.
Accept and record wake-up call requests; deliver to PBX.
35.
Distribute all guest and department mail.
36.
Monitor, send, and distribute guest faxes.
37.
Document and confirm reservations and cancellations.
38.
Block rooms in computer and follow through on designated requirements.
39.
Pre-Register designated guests and prepare key packets.
40.
Communicate pertinent guest information to designated departments/personnel (i.
e.
, special requests, amenity delivery).
41.
Generate, print and distribute daily and weekly reports.
42.
Resolve discrepancies on the room status report with Housekeeping.
43.
Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
44.
Process all check-outs.
45.
Resolve any late charges.
46.
Present folio to guest and resolve any disputed charges.
47.
Settle guest accounts.
48.
Retrieve guest room key from guest.
49.
Solicit guest comments on their stay.
50.
Handle requests for late check-outs.
51.
Conduct group check-ins/outs.
52.
Assist all departments in obtaining appropriate information regarding groups, inventory, and guest information.
53.
File guest room keys and ensure the safe keeping of keys at the Front Desk.
54.
Adhere to all cashiering procedures: 55.
Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
56.
Make change for guests.
57.
Post charges.
58.
Run closing reports.
59.
Count and secure bank.
60.
Complete designated cashier reports.
61.
Balance receipts.
62.
Drop receipts.
63.
Document pertinent information in the logbook.
64.
Enroll a minimum of 2 new Wyndham Rewards Members per month.
*SECONDARY JOB FUNCTIONS* 1.
Handle all Reservation calls; process, record and follow up any details relative to such.
2.
Provide Concierge service.
3.
Assist in other Front Desk areas as assigned.
4.
Provide guest room tours.
5.
Legibly document maintenance needs on work orders and submit to Maintenance Person.
Job Type: Part-time Pay: $16.
50 - $17.
50 per hour Expected hours: 24 per week Benefits: * Employee discount * Paid time off Schedule: * 8 hour shift * Day shift * Evening shift * Monday to Friday * Weekends as needed Education: * High school or equivalent (Preferred) Experience: * Front Desk: 1 year (Preferred) * Hotel Experience: 1 year (Required) Shift availability: * Day Shift (Required) * Night Shift (Required) Work Location: In person