Job Title: Front Desk Agent (part and full time)
Department: Rooms-Front Desk Agent
Reports to: Front Office Supervisor/Front Office Manager
Status: Non-Exempt (Hourly)
Customer service/hotel experience Required
SUMMARY
Accommodate hotel guests by registering and assigning rooms, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Hotel Experience Required
The following reflects the essential duties for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities of this job at any time. To perform this job successfully, an individual must be able to perform essential duties satisfactorily with or without reasonable accommodations.
- Greet, register, and assign rooms to guests; including issuing rooms keys, ensuring that all guests sign a guest registration card and provide a credit card or other method of payment.
- Answer, screen and forward phone calls, take messages and schedule/change reservations.
- Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.
- Record guest comments/ complaints and refer guest to a manager as necessary.
- Contact housekeeping or maintenance staff when guests report problems.
- Resolve guest issues quickly, efficiently, courteously and professionally.
- Keep records of room availability and guests' accounts.
- Post charges, such as those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.
- Maintain room key control and supervise guest access to safe deposit boxes.
- Verify banks and deposits each shift and follow all cash-handling and credit policies.
- Responsible for the order and cleanliness of the front desk and adjacent work areas.
- Complete front desk communication log daily.
- Represent Ocean Park Inn's values on a daily basis: Integrity, Professionalism, Teamwork, Quality, Leadership, and Appreciation.
PREFERRED - has worked with and used Opera Cloud.
REQUIRED SKILLS AND ABILITIES
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.
- Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Speaking - Talking to others to convey information effectively.
- Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
- Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Service Orientation - Actively looking for ways to help people.
- Troubleshooting - Determining causes of operating errors and deciding what to do about it.
- Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
- Time Management - Managing one's own time.
- Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
- Oral Comprehension and Expression - The ability to listen and communicate information and ideas in speaking so others will understand.
- Written Comprehension and Expression - The ability to read and communicate information and ideas in writing so others will understand.
- Near Vision - The ability to see details at close range (within a few feet of the observer).
- Reaction Time - The ability to quickly respond (with the hand, finger, or foot) to a signal (sound, light, picture) when it appears.
- Stamina - The ability to exert yourself physically over long periods of time without getting winded or out of breath.