Front Desk Agent

SUMMARY :

This position is responsible for being the first point of contact as well as the first impression with guests, handling all stages of a guest’s stay which can include multitasking, and performing the following duties in a manner that reflects HDG Hotel’s vision, mission and core values.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

Core duties and responsibilities include the following. Other duties may be assigned.

• Greet guests and patrons as they arrive, you are to always be physically present at the desk.
• Recognize the guest's loyalty status or offer to enroll at check in time for all non-loyalty members.
• Maintain monthly enrollment goals for Loyalty (determined by each property).
• Engage with the guest to find out their room needs as well as the reason for their visit.
• Manage the registration process.
• Ask for identification and ensure that the provided credentials are accurate.
• Manage guest check-ins and check-outs appropriately.
• Respond to Guest Chats, Mobile Check In’s, or messages within 5 minutes; Update Room Pick Up every 2 hours.
• Operate hotel switchboard, take calls, and provide information and transfer calls.
• Manage accurate accounting of all rooms.
• Provide guests with correct room keys.
• Take reservations over the telephone, through emails and in person, including groups.
• Answer queries regarding the hotel’s services, charges, dining facilities, sports facilities, and travel directions.
• Refer guests to appropriate departments to resolve complaints or provide suggestions.
• Compute bills and take payments.
• Provide guests with directions around the hotel and the area.
• Contact housekeeping and maintenance departments when a problem is reported.
• Explain appropriate use of keys and ensure that guests are satisfied with the rooms allotted to them.
• Perform breakfast duties as needed. This may include replenishing items during peak times in assistance with guest satisfaction and setting up breakfast to begin on time by the night auditor.
• Perform basic maintenance to minimize out of order rooms.
• Perform housekeeping and laundry functions as needed.
• Balance cash at the end of the shift and generate accounting reports for the benefit of the next shift.
• Appropriate “brand” uniform will be always worn.
• Complete sell out checklist on nights we are projected to sell out.
• Update revenue Management on any out of order rooms or room inventory variances.

QUALIFICATIONS :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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

ATTENDANCE

Must be punctual and timely in meeting all requirements of performance, including, but not limited to, attendance standards and work deadlines; beginning and ending assignments on time; and scheduled work breaks; where applicable.

EDUCATION AND / OR EXPERIENCE :

Less than high school education; or up to three months related experience or training; or equivalent combination of education and experience.

LANGUAGE SKILLS :

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

COMPUTER SKILLS :

To perform this job successfully, an individual should have knowledge of : Internet Software, document scanning an upload to Share Drive Cloud, Property PMS System, Brand Guest Communication tools (Kipsu, Zingle, Sales Force, etc.), Quore guest complaints work order entries Cash Count, lost and found, Logbook,

Spreadsheet Software (Excel), Word Processing Software

Word), Electronic Mail Software (Outlook), Presentation software (PowerPoint), and 3CX video conferencing. Beekeeper usage is required.

PHYSICAL DEMANDS :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, use hands to conduct work or feel, talk, or hear. The employee is occasionally required to walk, sit, and reach with hands and arms.

The employee must occasionally lift and / or move 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision.

WORK ENVIRONMENT :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate but may vary. Consistent uniformed attire is expected to be worn as required.