Position Summary: Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet the Landing Hotel and brand high standards of quality.
Job Title: Front Desk Agent
Department: Hotel
Reports To: Supervisor Hotel Operations
FLSA Designation: Non-exempt
License Type: Non-gaming
Target Pay: Start - $22.
59 One Year - $25.
10
Essential Job Functions:
Greet customers immediately with a friendly and sincere welcome
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate
Promote the Landing Hotel and brand marketing programs
Make appropriate selection of rooms based on guest needs
Code electronic keys
Non-verbally confirm the room number and rate
Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate
Verify and imprint credit cards for authorization using electronic acceptance methods
Handle cash, make change and balance an assigned house bank
Accept and record vouchers, travelers’ checks, and other forms of payment
Convert foreign currency at current posted rates
Post charges to guest rooms and house accounts using the computer
Promptly answer the telephone using positive and clear communication
Retrieve mail, small packages and facsimiles for customers as requested
Close guest accounts at time of check out and ascertain satisfaction
In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances
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 judgment and discretion
Comply with attendance rules and be available to work on a regular basis
Perform any other job-related duties as assigned
Qualifications:
Must have the ability to communicate in English
Must be able to work various shifts, weekends, holidays
Must have working knowledge of Microsoft Office/Google Suite products
Self-starting personality with an even disposition
Always maintain a professional appearance and manner
Excellent written and oral communication skills
Must be willing to “pitch-in” and help co-workers with their job duties and be a team player
Considerable skill in the 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, collect accurate information and resolve conflicts
Ability to access and accurately input information using a moderately complex computer system
Ability to establish and maintain effective working relationships with associates, customers and patrons
Working Conditions:
Ability to stand and move throughout front office and continuously perform essential job functions
Ability to observe and detect signs of emergency situations
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