Front Desk Agent

Job Title:             Front Desk Associate

Reports To:        Assistant General Manager/Front Desk Manager

FLSA Status:       Non-Exempt

Summary:    The Front Desk Associate is responsible for ensuring guests are checked in and out of the hotel while answering any questions or concerns guests or visitors may have. 

Essential Duties and Responsibilities:

• Processes guest check-in and check-out in a professional, hospitable, and friendly manner
• Enforces and executes all cash handling, check, and credit policies to accurately balance transactions, charges and payments, and guest billing 
• Delivers all guest messages, mail, and packages in a timely manner 
• Greets persons entering establishment immediately and directs or escorts them to specific destinations
• Operates front desk equipment including but not limited to:  Switchboard andPMS. Operates all ADA Compliant devices including pool lift and TTY accessibility suitcase
• Maintains consistent communication especially with all departments
• Completes necessary shift paperwork and ensures accuracy on shift checklist, log book, courtesy call back log, bank/shift sign-over, adjustment log, vendor log, and all other forms, reports or checklists assigned
• Closes guest accounts at time of check out and assures satisfaction
• Researchs and attempts to resolve guest complaints or problems within the established guidelines
• Assists with cleaning up the lobby and monitoring the breakfast bar
• Performs an average score of at least 6 on two test calls per quarter if tested
• Produces 2 potential sales leads through internet research each week
• Completes coaching calls as required
• Stocks and maintains product inventories for Suite Shop/Market
• Performs all other duties as may be assigned

Competencies:

• Customer Service - Manages difficult or emotional client and employee situations; Responds promptly to client and employee needs; Solicits client feedback to improve service; Responds to requests for service and assistance; Meet commitments.
• Safety - The employee is safety conscious about the work environment and equipment. The work area is free of debris to prevent trip and slip hazards. All safety guards and other safety devices are in its proper location, are functional, and utilized effectively on a consistent basis.
• Language Skills:  Ability to read, analyze, and interpret documents.  Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.  Ability to interact clearly and effectively, in both written and oral communication, with supervisor, clients, staff, vendors, etc.
• Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure.
• Time Management – Prioritizes work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.

Qualifications:

Education and/or Experience: High School Diploma (or GED or High School Equivalence Certificate) preferred. 

Computer and Equipment Skills:

General computer knowledge including but not limited to: Excel, Word, Microsoft Outlook, Access database, Adobe, and Internet Explorer.  Website training a plus.  Must be able to operate a calculator, fax, and printer.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job requires the employee to regularly talk or hear and frequently to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to sit, stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, far vision, color vision, peripheral vision, depth perception, ability to adjust focus, climbing stairs, grasping, and pushing/pulling.