Front Desk Agent
Front Desk Host is a unique position in which the attendant will be responsible for Front Desk and Concierge Services. The Host will serve as the first physical impression of the property and be responsible for providing a unique, professional, and most importantly hospitable warm arrival / departure experience.
Essential Functions
Ability to interact with guests by providing exceptional customer service and share hotel knowledge using personalization such as using the guest name.
Responsible to know all functions to showcase the hotel and the hotel’s unique story to each guest.
Process mobile arrivals and execute flawless service in remote check in area according to property, company, and brand guidelines.
Actively engage guests in and promote hotel loyalty program including new guest program enrollments.
Collect and verify methods of payment, produce room keys for all guests ensuring guest confidentiality throughout their stay and beyond.
Assign and escort guest to rooms according to their preferences paying attention to those nonverbal cues that make each experience memorable.
Assist and resolve any guest billing inquiries and/or concerns.
Consistently utilize Empower guest experience tool to reference, maintain, and add guest requests, preferences, and communication details in accordance with property, company, and brand guidelines.
Execute all required front office reports, pre-arrival planning, and checklists as outlined by leadership.
Serve as a concierge by providing local information for shopping, dining, and recreational destinations. Be prepared to assist guests in setting up reservations or tours in the area.
Assist with guest luggage and receive, store, and deliver both luggage and mail.
Respond to and resolve all guest inquiries and/or opportunities utilizing appropriate empowerment guidelines.
Follow scheduled shifts and follow break and lunch requirements.
Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others.
Report any suspicious activity or unusual items in room to hotel leadership and/or loss prevention team
Report any irregular behavior from guests in public areas and or in room.
Ability to take initiative and handle assignments with limited supervision.
Follow all hotel policies and procedures as outlined in the team member handbook.
Maintain cleanliness and order of work area.
Perform other duties as management requests to service our guests.
Qualification Standards
Education & Experience
High School diploma or higher
Previous hospitality experience preferred
Previous Opera PMS experience preferred
Excellent customer service skills
Excellent communication skills, both verbal and written
Physical Demands
Ability to sit or stand for extended periods of time.
Ability to bend.
Ability to lift, pull 40 lbs.
Ability to communicate clearly.
Corrected vision to normal range.
Ability to work long hours as needed.
Mental Demands
Make sound judgments quickly.
Work on multiple tasks, making appropriate progress towards deadlines.
Able to work independently, take direction, and provide direction to others.
Manage differing personalities within the office, the hotel, and the community.
Maintain the highest degree of confidentiality.
Ability to work effectively in stressful, high pressure situations.
Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
NOTICE: The hotel business functions seven days a week, 24 hours a day. All employees must realize this fact and be aware that at all times it may be necessary to move associates from their accustomed shift as business demands. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.