Front Desk Agent (Brown Deer)

Great growth opportunity for somoene looking for a career in hospitality!

Must be able to work Weekends and Holidays.

Essential Job Functions:

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of:
• All hotel features/services, hours of operation.
• All room types, numbers, layout, decor, appointments and location.
• All room rates, special packages and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Scheduled in-house group activities, locations and times.
• All hotel and departmental policies and procedures.
• Complete guest check-ins and check-outs to Marriott’s and Bravo’s standards.
• Access all functions of the computer system.
• Ensure that current information on rates, packages and promotions is available at the Front Desk.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service.
• Monitor the hotel front entrance and resolve any congested situations.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.
• Maintain a neat and presentable front desk area.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express check-outs are processed through the system.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/team member accidents or injuries and in emergency situations.
• Contact newly registered guests within specified minutes determined by property guidelines after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.
• Ensure security of guest rooms.
• Associate is held accountable for all duties of this job and other duties as assigned.