Qualifications
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 the 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
Able to operate in mentally and physically stressful situations
High school education or equivalent is required
Responsibilities
Guest Service / Front Desk Agent responsibilities include completing all activities listed in the 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
Maintain professional dress and conduct at all times
Greet guests immediately with a friendly, sincere welcome
Maintain eye contact with guest
Use a positive, clear speaking voice, listen to guest requests, and respond with appropriate action
Follow Brand standards including brand loyalty programs
Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible
Promptly complete registration process, input and retrieve information from a computer, confirm pertinent information including the number of guests, method of payment and length of stay, select a guest room based upon guest needs/request, nonverbal confirmation of room number and rate
Close out guest accounts at the time of check out
Inform customers about payment methods and verify that I.D. and payment method match
Verify credit cards for authorization using electronic acceptance methods
Handle cash, make change, and balance assigned cash bank
Accept and record vouchers, and other forms of payment
Process payments per established procedures
Maintain cash bank per policy guidelines
Comply with all accounting procedures
Consistently adhere to uniform, grooming, and appearance standards
Maintain effective communication with all hotel departments
Stay aware of issues relating to hotel operations
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
Understanding of how travel planning websites operate, like Booking and TripAdvisor
Adhere to safety, security, and emergency procedures, react appropriately during emergencies, and act promptly to correct hazards
Adhere to security procedures on the handling of guest room keys, and the protection of guest-related information.
Understand and operate front office telephone and computer systems
Promptly answer the telephone using a positive, pleasant tone of voice and following the established verbiage
Respond to guest complaints in a timely and professional manner
Apprise management of all guest complaints/problems; including those that have been resolved
Must be able to work flexible work hours/schedule
Performs other duties and responsibilities as requested