Front Desk Agent

 Develop in depth understanding of the property management system and POS functionality.

· Provide gracious and sincere customer service to all arriving and departing hotel guests and visitors.

· Follow all specified hotel procedures to properly conduct Front of the House business including but not limited to:

o Answering telephones in a prompt and professional manner and providing assistance to callers

o Taking reservations in person and over the phone

o Reading and responding to hotel email

o Checking guests in and out

o Completing group pre-registrations and key packets

o Posting charges and processing payments

o Communicating with Housekeeping and Maintenance

o Handling mail and coordinating deliveries of messages and packages

o Anticipating guests’ needs, acting promptly to acknowledge all guests, however busy and whatever time of day.

· Communicate service and amenities of the hotel to guests and provide Concierge service as needed. Maintain a fluent knowledge of local restaurants, special events, city attractions, and outdoor activities.

· Be completely familiar with all hotel information necessary to increase revenues and enhance customer satisfaction, including current rate structures and sales strategies: current special rates and restrictions: types and location of rooms and suites available; and services, costs, hours and location of all hotel amenities, facilities and outlets. To maintain awareness of current business levels.

· To react immediately, in a positive way, to resolve guest complaints, problems and suggestions, when necessary, referring to Hotel management.

· Complete shift checklists and special projects as assigned.

· To follow all specified procedures to correctly handle all cash, credit and gift certificate transactions.

· Meet with departing Front Desk Host to review business status, log-book and follow-up items.

· Keep the front desk as well as lobby areas clean and well organized.

· Be available to work irregular hours, including evenings, weekends and holidays.

· Be completely familiar with hotel emergency procedures, and provide, calm, reassuring assistance to guests and fellow employees in the event of an emergency.

· To follow all company policies and procedures.

· To immediately report all suspicious occurrences and hazardous conditions.

· To maintain the cleanliness and safety of work areas at all times.

· Follow all company safety standards, including proper equipment handling to avoid injury to yourself and others.

· To attend all mandatory meetings as directed.

· To perform other tasks, including cross-training, as directed.