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Fairfield Inn Birmingham Ram Hotels

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Front Desk Agent- Fairfield Inn Birmingham

Fairfield Inn Birmingham - RAM Hotels

Birmingham, AL • On-site

$13 - $15/hr

Full-time

Re-posted 22 days ago

Job description

JOB DUTIES, MINIMUM QUALIFICATIONS (MONTH/YEARS EXPERIENCE, SKILLS, SPECIAL LICENSE, ETC):
SUMMARY: GSAs ensure appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner. Experience in Front Office, PBX, and Concierge preferred. Candidates must be able to work a flexible schedule including but not limited to: evening, weekends, and holidays. Candidate must possess excellent customer service skills and effective written and oral communication skills, also a working knowledge of computers and facsimile machines. Candidate should have the ability to multi-task and the ability to handle stressful situations. Must be flexible to work in various capacities, which include PBX, Concierge, and Front Desk.
Professional Experience
  • Preferably 1 year's experience in customer service, hotel, food and beverage restaurant administrative, human resources, legal, educational, training, financial, or business related field

Computer Experience
Proficiency in:
  • Microsoft Word
  • Excel
  • Powerpoint
  • Data entry
  • Database management systems

Hotel Experience
  • Uses proper telephone etiquette
  • Be flexible and willing to perform other tasks as necessary or requested
  • Wear hotel GSA uniform in compliance with hotel standards

TRAINING PROVIDED ON THE FOLLOWING:
  • Serve as concierge (may make restaurant reservations, provide directions, recommend area attractions, etc.)
  • Determines a guest's reservation status and identifies how long the guest will stay
  • Helps guests complete registration and then assigns rooms accommodating special requests whenever possible
  • Verifies the guest's method of payment and follows established credit-checking procedures
  • Posts guest and room information in the PMS, and communicates this information to the appropriate hotel personnel
  • Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work
  • Must be sales-minded; uses suggestive selling techniques to sell rooms and to promote other services of the hotel
  • Presents options and alternatives to guests and offers assistance in making choices
  • Knows the location and types of available rooms as well as the activities and services of the property
  • Assists in pre-registration and blocking of rooms for reservations
  • Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures
  • Knows room locations, types of rooms available, and room rates
  • Understands room status and room status tracking
  • Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms
  • Takes same day reservations and future reservations when necessary
  • Knows cancellation procedures
  • Generates secure room cards
  • Knows how to use front office equipment
  • Posts Suite Shop purchases to guest folios
  • Posts and files all charges to guest, master, and city ledger accounts
  • Follows procedures for issuing and closing safe deposit boxes
  • Uses proper mail, package, and message handling procedures
  • Reads and initials the pass-on log and bulletin board daily
  • Is aware of daily activities and meetings taking place in the hotel
  • Attends department meetings
  • Coordinates guestroom maintenance work with the engineering and maintenance division
  • Reports any unusual occurrences or request to the manager or assistant manager
  • Knows all safety and emergency procedures
  • Is aware of accident prevention policies
  • Maintains the cleanliness and neatness of the front desk area
  • Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts

Emotional Intelligence
  • Emotionally competent; able to effectively manage disruptive emotions and impulses; able to stay composed, positive, and unflappable even in trying moments while thinking clearly and remaining focused under pressure
  • Engage every guest in conversation and recognition
  • Resolve any guest issue immediately
  • Promote the hotel by demonstrating a high level of positive attitude and energy to serve our guests
  • Ability to anticipate guests' needs
  • Represents the hotel to the guest throughout all stages of the guest's stay
  • Embraces and respects diversity and multicultural environment

Skills
  • Excellent communication; orally and written
  • Requires finger dexterity, grasping, writing, standing for long periods, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds
  • Able to stand, sit, and walk, for more than 4 hours

Education
  • Background screening for previous criminal history
  • Employment may be contingent upon at least 80% score on test on hotel's reservations system (PMS) after training
  • At least a high school diploma or G.E.D.

Strengths
  • Mathematical; statistical
  • Social
    • Speaks in guests' preferred language
    • Hotel is a smoke-free property
    • Creativity
    • Organizational
    • Administrative
    • Sales
    • Curious about the world and people

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