Front Desk Agent

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Job SummaryFront Desk Agents are responsible for greeting and registering the guest providing outstanding guest service during their stay and settling the guest's account upon completion of their stay. Primary responsibilities include: registering guests making and modifying reservations hotel operator and concierge duties. Providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy.ResponsibilitiesQualificationsnHigh School diploma or equivalent required; College course work in related field helpful. nExperience in a hotel or a related field preferred. nPossess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests. nDemonstrate the ability to multi-task be detail-oriented and be able to problem solve in order to effectively deal with internal and external customers. nMust be able to convey information and ideas clearly. nMust be able to evaluate and select among alternative courses of action quickly and accurately. nMust work well in stressful high pressure situations. nMust be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary. nMust be effective at listening to understanding and clarifying the issues raised by co-workers and guests. nMust be able to work with and understand financial information and data and basic arithmetic functions. nAbility to perform numerical operations using basic counting adding subtracting multiplying and dividing nAbility to read comprehend and write simple instructions and/or short correspondence and memos nAbility to use logic to define the problem collect information establish facts draw valid conclusions interpret information and deal with abstract variables for unique or unfamiliar situations nAn operational knowledge of Microsoft Office suite nMust be willing and have the ability to work a varied schedule that may include evenings nights weekends and holidays nHolds an understanding of hotel products and guest services (i.e. lifestyle full service resort etc) nAbility to participate in the creation of an enjoyable work environment nResponsibilitiesnApproach all encounters with guests and associates in a friendly service oriented manner.nMaintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working (per brand standards).nMaintain regular attendance in compliance with Aimbridge Hospitality standards as required by scheduling which will vary according to the needs of the hotel.nComply at all times with Aimbridge Hospitality policies standards and regulations to encourage safe and efficient hotel operations.nGreet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality standards; maintain a friendly and warm demeanor at all times.nMaintain proper operation of the telephone switchboard and ensure that all Aimbridge Hospitality performance standards are met.nHandle requests for information mail and messages in an efficient and courteous manner.nAnswer guest inquires about hotel service facilities and hours of operation.nAnswer inquiries from guests regarding restaurants transportation entertainment etc.nEstablish and maintain good communications and team work with fellow associates and other departments within the hotel.nBe aware of all rates packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted dates.nObtain all necessary information when taking room reservations and follow rate quoting scenario.nBe familiar with all Aimbridge Hospitality policies and house rules as well as hospitality terminology.nHave knowledge of and assist in emergency procedures as required.nHandle check-ins and check-outs in a friendly efficient and courteous manner.nFully comprehend and be able to operate all relevant aspects of the Front Desk computer system.nEnsure logging and delivery of packages mail and messages as needed to guests and meeting rooms.nUse proper two-way radio etiquette at all times when communicating with other associates.nAs needed deliver guest items such as luggage newspapers messages packages amenities or other items requested by guests or team membersnMaintain an up to date working knowledge of all property amenities as well as any special events local area attractions and things to do around the hotel.nPerform other duties as assigned which may include but is not limited to the following: helping coworkers in other areas of the hotel maintaining a clean and organized work area and overall cleanliness and safety throughout the hotel and groundsn Source: Hospitality Online,

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