Front Desk Agent

Essential Functions: Be thoroughly familiar with and adhere to Moments of Service performance standards And Power of Engagement Responsible for answering the phone within three rings. Using the Omni Phone standard greeting and closing. Follow the LSOP regarding dispatching calls to other departments. Accurately take Room Service orders for guests, including upselling daily specials, desserts, wines and other items. Quote the guest an accurate approximate time of delivery for the order. Prepare checks for room service orders and take payment for said orders. Assist all callers with their needs and direct to proper person/department only if they cannot be assisted by Ideal Service. Handle phone traffic for the various departments and personnel of the hotel. Accept and give wake up calls to guests, following proper procedures. Familiarization with emergency response procedures and ability to act on said procedures. Familiarization with general questions asked by guests. This includes assisting the guests with questions pertaining to the front desk, outlets, concierge, housekeeping and engineering. Log all internal and external requests in Synergy MMS and add flags to guest accounts in Opera/Alice when appropriate. Follow all instruction given by all Managers, Supervisors, and Lead Agents Complete duties assigned during shift. Attend all mandatory meetings including, but not limited to, OST Meetings, AOS meetings and Menu tastings. Clean and maintain all equipment Sweep/vacuum office and discard paper as needed Front Office Functions To be thoroughly acquainted with all check-in procedures and policies. To be thoroughly acquainted with all check-out procedures and policies. To be a main liaison between guest and the hotel. Be familiar with guest scenarios. Be familiar with all technical equipment as related to the Front Desk. To be familiar with all hotel facilities. To be familiar with general organization set-up. Read, initial and sign the Pre-shift and discuss open issues with Front Office Manager daily. To be familiar with the inter-relationship between the different departments. Complete Moments of Service training and follow this philosophy at all times. Demonstrate understanding and adherence to Selling Strategy calendars by all Front Desk agents. Know how to make a reservation (group or individual) Hotel Specific Essential Functions: To uphold the reputation of the hotel as a professional associate. Properly use and maintain hotel equipment Make decisions that meet and exceed the expectations of the hotel. Familiar with downtown area including attractions, restaurants, businesses. Act as an “Ambassador” for the hotel and champion the “Moments of Service” culture. Coordinate distribution of faxes and packages to in-hou