Front Desk Agent
Application Deadline: 05-31-2021
We are seeking a hotel ambassador with a passion for exceeding expectations and providing unmatched customer service. Essential Functions • Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to, understand and ask probing questions with regards to guest requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions. • Complete the registration process • Cash handling and balance an assigned house bank. Accept and record vouchers, travelers' checks and other forms of payment. Perform accurate, moderately complex arithmetic functions using a basic calculator. Post charges to guestrooms and house accounts using the computer. • Complete the checkout process • Close out guest accounts • Make sure that the accounts are being taken care in some sort of acceptable manner. • Ascertain guest satisfaction by presenting a standard room's comment card. In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowances. • Promptly answer the telephone within three rings using a positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and faxes for guests as requested. • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. • Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion. • Performing tasks in the other two sections of the Guest Services Department. • Performing PBX duties • Performing Concierge duties Other • Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. • Regular attendance in conformance with the standards, which is established by the associate handbook, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Specific Job Knowledge, Skill and Ability The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions, and practice the hospitality functions, with or without reasonable accommodations, using some other combinations of skills and abilities. • Use of a calculator to prepare moderately complex mathematical calculations without error. • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. • Ability to read, listen and communicate effectively in English, both verbally and in writing. • Ability to access and accurately input information using a moderately complex computer system. • Ability to stand and move throughout the front office area and continuously perform essential job functions. • Hearing and visual ability to observe and detect signs of emergency situations.