Front Desk Agent Representative

Job Title: Front Desk Agent

Our company is seeking a friendly and professional Front Desk Agent to join our team. The ideal candidate will have excellent communication skills, a positive attitude, and a passion for customer service. As a Front Desk Agent, you will be the first point of contact for our guests, so it is important that you are able to create a welcoming and hospitable environment.

Responsibilities:

- Greet guests and provide them with a warm welcome

- Check guests in and out of the hotel

- Answer phone calls and respond to emails in a timely manner

- Provide information about hotel amenities, services, and local attractions

- Handle guest complaints and resolve issues in a professional manner

- Maintain a clean and organized front desk area

- Assist with other duties as assigned by management

Requirements:

- High school diploma or equivalent

- Previous experience in customer service or hospitality preferred

- Excellent communication and interpersonal skills

- Ability to multitask and work in a fast-paced environment

- Strong attention to detail and organizational skills

- Proficient in Microsoft Office and other computer programs

- Ability to work a flexible schedule, including weekends and holidays

If you are a motivated individual with a passion for customer service, we encourage you to apply for this exciting opportunity as a Front Desk Agent.

Education & Experience:

• College coursework in related fields helpful.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer Services experience preferred.

Physical requirements:

• Flexible and long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift. General Requirements
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Presidian Standards, as required by scheduling, which will vary according to the needs of the hotel. Guest Service Agent,
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Presidian Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.

DUTIES & FUNCTIONS Fundamental Requirements

• Greet and welcome all guests and staff approaching the Front Desk in accordance with Presidian standards.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
• Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages and special promotions.
• Be familiar with all in-house groups. • Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Be able to complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean work area.