Front Desk Agent

Primary Job Duties

• Responsible for taking reservations and attending to the needs of guests
• Strives to ensure guests are 100% satisfied
• Answers reservation calls and responds to email requests
• Coordinate guest reservation information according to in house computer system and policies
• Process payments, guest charges, and reconcile accounts
• Make necessary corrections to guest accounts
• Provide information to guests and potential guests about Inn policies, services, and amenities
• Respond to requests from guests for assistance and information about the local area i.e. directions, places to eat, sightseeing etc.
• Inform housekeeping on room status/availability
• Resolve guest concerns in a timely manner
• Ensure management is kept current on property issues, guest concerns, etc.
• Completes daily reservation and lobby duties as designated on sign-off lists
• Opening or closing duties as assigned to ensure that property is properly opened and securely closed according to procedures
• Detailed knowledge of hotel i.e. features of Inn, features of each guest room, guest services, basic history of Inn
• Always professional, polite, and courteous when around or approached by guests or other Inn staff
• Maintains a clean working environment at all times
• Resolves or refers guest complaints to management
• At properties offering breakfast service, assists with the preparation, setup, replenishment, and breakdown of breakfast service, including continental or light-prepared items.
• Supports maintaining cleanliness, organization, and food safety standards in breakfast and service areas during assigned shifts.
• Assists guests during breakfast hours by answering questions and ensuring a positive guest experience.
• Specific breakfast-related responsibilities may vary by property based on service model and operational needs.
• Adheres to company policies and procedures as outlined in the Employee Handbook, training manuals, training sessions, property signage and state and federal laws and regulations
• Adheres to company’s attire and grooming requirements at all times
• Accurate time keeping of time worked, i.e. punching in and out for scheduled work shifts and meetings
• Reports time keeping errors in a timely manner to appropriate manager or staff
• Attends company meetings and training sessions as required
• Maintains positive working attitude when performing duties

Knowledge

Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Public Safety and Security - Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.

Administrative - Knowledge of administrative and office procedures and systems such as word processing, managing files and records, designing forms, and workplace terminology.

Computers and Electronics - Knowledge of computer hardware and software, including applications and programming used at the front desk.

Mathematics - Knowledge of basic arithmetic, algebra, and geometry and their applications.

Skills

Basic Skills

• Active Learning- Understanding the implications of new information for both current and future problem-solving and decision-making.
• Active Listening- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Critical Thinking- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Learning Strategies- Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
• Mathematics- Using mathematics to solve problems.
• Monitoring- Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Reading Comprehension- Understanding written sentences and paragraphs in work-related documents.
• Speaking- Talking to others to convey information effectively.
• Writing- Communicating effectively in writing as appropriate for the needs of the audience.

Social Skills

• Coordination- Adjusting actions in relation to others' actions.
• Instructing- Teaching others how to do something.
• Negotiation- Bringing others together and trying to reconcile differences.
• Persuasion- Persuading others to change their minds or behavior.
• Service Orientation- Actively looking for ways to help people.
• Social Perceptiveness- Being aware of others' reactions and understanding why they react as they do.
• Complex Problem Solving- Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Technical Skills

• Equipment Maintenance- Performing routine maintenance on equipment and determining when and what kind of maintenance is needed.
• Equipment Selection- Determining the kind of tools and equipment needed to do a job.
• Installation- Installing equipment, machines, wiring, or programs to meet specifications.
• Operation and Control- Controlling operations of equipment or systems.
• Operations Analysis- Analyzing needs and product requirements to create a design.
• Operations Monitoring- Watching gauges, dials, or other indicators to make sure a machine is working properly.
• Programming- Writing computer programs for various purposes.
• Quality Control Analysis- Conducting tests and inspections of products, services, or processes to evaluate quality or performance.
• Repairing- Repairing machines or systems using the needed tools.
• Technology Design- Generating or adapting equipment and technology to serve user needs.
• Troubleshooting- Determining causes of operating errors and deciding what to do about it.

Systems Skills

• Judgment and Decision Making- Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Systems Analysis- Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
• Systems Evaluation- Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.

Resource Management Skills

• Management of Financial Resources- Determining how money will be spent to get the work done, and accounting for these expenditures.
• Management of Material Resources- Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work.
• Management of Personnel Resources- Motivating, developing, and directing people as they work, identifying the best people for the job.
• Time Management- Managing one's own time and the time of others.

Education and Experience

• High School Diploma - or the equivalent (GED)
• Some College Courses
• At least two years of customer service experience
• One year of front desk experience in the hospitality industry
• Excellent verbal communication skills
• Availability to work shifts, including evenings, weekends and holidays
• Ability to solve guest challenges in a friendly and timely fashion
• Friendly and welcoming demeanor

Work Context

Communication - Types and frequency of interactions with other people that are required as part of this job.

Role Relationships - Importance of different types of interactions with others both inside and outside the organization

Responsibility for Others - Amount of responsibility the worker has for other workers as a part of this job

Conflictual Contact - Amount of conflict that the worker will encounter as part of this job

Work Setting - Description of physical surroundings that the worker will face as part of this job

Tools and Technology

• Personal computers
• Voice mail systems
• Google Suite
• WebRez Pro
• Opera Cloud
• Whistle

Physical Requirements

· Sit, stand, and walk for varying lengths of time

· Lift approximately ten (10) pounds

· Good communication skills, both written and verbal

Other

· Must be able to work weekends/holidays, when needed.

· Ability to communicate efficiently and effectively.

· Ability to prioritize and problem solve effectively.

· Ability to think and perform both independently and as a team.

· Ability to develop positive working relationships with both guests and staff.

· Ability to negotiate, delegate and work under pressure.

· Comfortable working with computers.

· Organized and detail-oriented.

· Strong presentation skills.