Hotel Front Desk Agent

| GUEST SERVICES AGENT | JOB DESCRIPTION | | --- | --- | **DEPARTMENT:** Guest Services **REPORTS TO:** Guest Services Manager **STATUS:** Non-exempt | JOB SUMMARY | | | --- | --- | The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. | **QUALIFICATION STANDARDS** | | | --- | --- | Education & Experience: - College course work in related field helpful. - Experience in a hotel or a related field preferred. - High School diploma or equivalent required. - Computer experience required. - Customer Services experience preferred. Physical requirements: - Flexible and long hours sometimes required. - Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. - Ability to stand during entire shift. ## General Requirements - Maintain a warm and friendly demeanor at all times. - Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner. - Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. - Must be able to multitask and prioritize departmental functions to meet deadlines. - Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. - Attend all hotel required meetings and trainings. - Maintain regular attendance in compliance with Scenic Property Group Standards, as required by scheduling, which will vary according to the needs of the hotel. - Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag. - Comply with Scenic Property Group Standards and regulations to encourage safe and efficient hotel operations. - Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. - Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary. - Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives. - Must be able to cross-train in other hotel related areas. - Must be able to maintain confidentiality of information. - Must be able to show initiative, including anticipating guest or operational needs. - Perform other duties as requested by management. | **DUTIES & FUNCTIONS** | | | --- | --- | Fundamental Requirements - Greet and welcome all guests approaching the Front Desk in accordance with brand standards. - Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable). - Answer guest inquires about hotel services, facilities and hours of operation in a timely manner. - Ensure logging and delivery of packages, mail and messages to guests and meeting rooms. - Review Front Office log and Trace File daily. - Answer inquires from guests regarding restaurants, transportation, entertainment, etc. - Follow all cash handling and credit policies. - Be aware of all rates, packages and special promotions. - Be familiar with all in-house groups. - Be aware of closed out and restricted dates. - Obtain all necessary information when taking room reservations and follow the rate-quoting scenario. - Be familiar with hospitality terminology. - Have knowledge of emergency procedures and assist as needed. - Handle check-ins and checkouts in a friendly, efficient and courteous manner. - Use proper two-way radio etiquette at all times when communicating with other employees. - Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system. - Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner. - Balance and prepare individual…