Job Overview
Primary mission
Responsible for greeting and registering guests, providing excellent guest service, and settling the guest’s account upon completion of their stay. The Front Desk Agent normally works a regular front desk shift but may be asked and assigned another shift due to work needs.
SCOPE OF WORK + TEAM
- Reports to the Front Office Manager/Night Manager and Supervisors
- Supports the front office team, sales team and guest experience
RESPONSIBILITIES
- Main responsibilities include registering guests, making and modifying reservations, but may be required to assist with hotel operator and/or concierge duties.
- Possesses knowledge of all hotel features, services, hours of operation, room numbers and types, room layout, decor, room rates, packages/promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities and their locations and times.
- Acknowledge all guests, anticipate needs, and always respond promptly to maintain positive guest relations at all times.
- Pre-register, block reservations and take same day reservations, when necessary, cancel room reservation according to cancellation guidelines.
- Process guest check-ins by confirming reservations and review all noted information. Guest(s) without reservations can be sold an agreed upon room type. Register guest in OPERA, generate registration card and verify registrations with guest; obtain information for credit/payment, collect cash if designated; assign guest room; and advise guest of any messages, mail, faxes, etc. received for them.
- Communicate services and amenities of the hotel to guests.
- Maintain guest history files.
- Set-up accurate accounts for each guest in accordance to their requirements, i.e. separate room, tax, incidentals, comp.
- Maintain, monitor and balance room availability for any given day.
- File registration cards and vouchers by room number.
- Handle VIP and upgraded accommodations
- Assist and process overbooked or “walked’ guests.
- Assist and provide room change accommodations.
- Documents all guest requests, complaints, or problems.
- Resolve guest complaints to ensure guest satisfaction.
- Maintain organized and clean work area with necessary supplies.
- Responsible for assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.
- Meet with FOM/Supervisor daily to review assignments and priorities.
- Communicate with prior shift’s Front Desk Agent to review all follow-up items.
- Answer department telephone within 3 rings, correct greeting, and proper etiquette.
- Take and relay messages accurately, completely, and promptly.
- Process end of day reports.
Qualifications
EXPERIENCE:
- Prior Experience:
- 1+ Previous Front Desk/Night Audit experience of employment in a related position with this company or other companies in hotels or administration related work.
- IT Expertise:
- Advanced knowledge of computer software (including Microsoft Office, outlook) and web analytics tools is preferred.
- Must have basic Excel, PowerPoint, Word; PC knowledge, minimum typing speed of 50wpm, ability to write and communicate professionally, bi-lingual fluency a plus; Must be hospitality oriented and possess the ability to work under pressure. Should possess the ability to complete multiple tasks simultaneously.
- Education:
- High School diploma or GED required; college degree preferred.
- Subject Expertise:
- Must be able to sustain composure, remain calm, and possess a positive attitude.
- Must be energetic and outgoing.
- Must be service oriented with excellent customer service skills.
- Must be able to follow directions with focus to detail, speed, and accuracy.
- Must be a team player with the ability to work under minimal supervision.
- Must be able to multi-task in a fast-paced work environment.
- Must possess excellent interpersonal and organizational skills.
- Must have basic knowledge or arithmetic.
- Must have the ability to input data and access information on the computer.
- Must have working knowledge of Microsoft Office and previous experience with a hotel management system; OPERA preferred.
- Must be able to read, write, and understand the English language.
- Must be able to exercise confidentiality and discretion.
OTHER EXPECTATIONS:
- Abide by payroll policies, procedures and rules of conduct as stated in the Springboard Hospitality Associate Handbook.
- Demonstrate a working knowledge of all company safety and security procedures.
- Travel required: None.
- Hours Required: Based on business operational needs and must be flexible to work mornings, days, nights and overnight shifts, including weekends and holidays as needed.
Benefits:
We offer a superior benefits package to employees who work 20 hours/week or more that includes:
Full Time Benefits
- Competitive Base Salary
- Vacation
- Paid Sick Leave
- Medical, Dental, Vision, Life, Pet Insurance
- 401K
- Bereavement Leave
- Management Contract Referral Program
Additional Per Position
- Employee Rates at all of Springboard Hospitality’s 35+ Hotels
- Lead Share Program
- Associate of the Month/Quarter & Company-wide Associate of the Year Programs
- Associate Referral Bonus Program
Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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