Front Desk Agent

3 months ago

Houston, United States The Westin Houston Downtown Full time

The Front Desk Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.Qualification Standards

Education & Experience:

College course work in related field helpful. Experience in a hotel or related field preferred. High School diploma or equivalent required. Computer 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.

Mental Requirements:

Must be able to convey information and ideas clearly. Must be able to evaluate and select among alternative courses of action quickly and accurately. Must be able to multi task. Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity. Must routinely meet deadlines. Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary. Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests. Must be able to work with and understand financial information and data, and basic arithmetic functions. Duties & Functions

Essential:

Approach all encounters with associates in an attentive, friendly, courteous and service-oriented manner. Maintain regular attendance in compliance with standards, as required by scheduling which will vary according to the needs of the hotel. Maintain a high standard of personal appearance and grooming, which includes wearing the proper uniform and name tag when working. Comply at all times with standards and regulations to encourage safe and efficient hotel operations. Maintain a warm and friendly demeanor at all times. Associates must at all times be attentive, friendly, helpful and courteous to all guests, managers and fellow associates. Ensure compliance of all policies and Code of Conduct as specified in the Associate Handbook. Establish and maintain good communications and team work with fellow associates and other departments within the hotel. Greet and welcome all guests approaching the Front Desk in accordance with the Four Diamond Standards. Maintain proper operation of the PBX console and ensure that all hotel standards are met. Answer guest inquiries 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 inquiries from guest regarding restaurants, transportation, entertainment, etc. Follow all cash handling and credit policies. Be aware of all rates, packages and special promotions as listed in the Red Book. 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.

Marginal:

Maintain a clean work area. Assist guests with safe deposit boxes. Attend meetings/training as required by management. Perform other duties as requested from management.

Source: Hospitality Online

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