Front Desk Agent

Position: Front Desk Agent

Reports to: Front Office Manager; Front Desk Manager; Director of Rooms; General Manager

Management Position: No

Bonus Plan: No

Travel Required: No

FLSA Designation: Non- Exempt

Number of Employees Supervised: zero (0)

Work Permit Needed: Those who do not already have legal permission to work in the United States will not be considered.

Jamsan Hotel Management is an Equal Opportunity Employer

BASIC PURPOSE:

Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum guest satisfaction while complying with all standards and procedures.

POSITION SUMMARY

The Front Desk Agent greets guests, processes check-ins and check-outs, issues room keys, answers questions, and resolves guest requests in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations. Processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures. Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management. Reports any deviations from policies, procedures, brand standards and regulations to management.

Complies with all guest service basics such as uniforms, name tags and proper guest greeting. Knowledgeable on hotel facilities and services to assist guests as appropriate. Ensures all communication containing Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations. Impresses guests with quality and timely service in a pleasant and friendly manner.

ESSENTIAL FUNCTIONS

• Process guest check-ins and room assignments following the hotel�s rate structures, discounts and sell/upsell strategies.
  

Accommodate special requests when possible.

• Process check-in/check-out and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures.
  
• Liase with Housekeeping and Maintenance teams to ensure all rooms are clean and furnished to accommodate guests� needs.
  
• Maintain good working relationships and open lines of communication with all other departments.
  
• Answer the telephone and transfer callers. Answer inquiries about hotel services, in-house events/amenities, directions, local attractions, etc. Assist guests with transportation arrangement needs.
  
• If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands.
  
• Manage online and telephone reservations. Take same day and future reservations. Cancel room reservations according to policies and procedures.
  
• Pre-register, block reservations and, fold/stuff key packets as appropriate,
  
• Handle and resolve guest complaints. Report all instances of guest dissatisfaction to management for follow-up.
  
• Ensure release of any Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations.
  
• Take and place wake-up calls, as needed.
  
• Run, distribute and file required daily reports as directed.
  
• On time and at work when scheduled and in proper uniform.
  
• Attend department meetings as scheduled.
  
• Consistent professional and positive attitude and actions when communicating with guests and associates.
  
• Comply with policies and procedures. Practice safe work habits and comply with sanitary, safety, security and emergency procedures. Write shift reports including reports on any incidents of theft, accidents or injuries when assigned. Check with manager / supervisor before leaving work area for any reason.
  
• Perform special projects and other responsibilities as assigned.
  
• Any other duties / tasks as requested by management.
  

HOURS:

QUALIFICATIONS

EDUCATION AND EXPERIENCE:

High school education or equivalent experience. Hotel front desk and customer service familiarity with hospitality industry practices preferred.

SKILLS AND ABILITIES:

Ability to complete Front Desk Agent duties and process night audit in compliance with Company policies and procedures. Ability to timely compile facts/figures, identify and investigate issues and resolve basic matters. Ability to follow an appropriate course of action based on policies and procedures.

Consistent professional attitude and behavior with effective listening and communication skills. Ability to work in a fast paced environment, sometimes under pressure, while remaining flexible and efficient.

Strong English communication skills are required, the ability to speak, listen, write and identify distress signs. Ability to operate a computer, calculator, phone and other office equipment. Ability to satisfy the legal requirements for employment within the jurisdiction. All applicants being offered a position will be asked to authorize a background check in which results must return favorably to proceed with the hiring process.

WORKING CONDITIONS & PHYSICAL EFFORT:

Inside: Protection from weather conditions but not necessarily from temperature changes. A job is considered "inside" if the worker spends approximately 75% or more of the time inside

Work is normally performed in an interior hotel environment. The exposure to hazards or physical risks requires basic safety precautions and use of applicable protective equipment.

While performing job duties, the associate speaks, listens, completes documents, processes requests and operates office equipment such as a telephone, calculator, computer, copier and fax. Physical requirements include ability to frequently move around the hotel property; remaining in a stationary position for extended periods of time; bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds. The job requires close vision with or without corrective lenses. This position may be required to operate a motor vehicle.

NOTE:

This description excludes most non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This description is subject to change, at the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will†associate.

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Job Type: Full-time

Pay: $20.00 - $23.00 per hour

Benefits:

• 401(k)
  
• Dental insurance
  
• Employee discount
  
• Health insurance
  
• Health savings account
  
• Paid time off
  
• Vision insurance
  

Work Location: In person