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Front Desk Agent

4 months ago

Portland, Oregon, United States Pyramid Global Hospitality Full time
Overview

Come be a part of something bigger Pyramid Global Hospitality is a strong believer in offering our employees Work-Life Effectiveness through, practices, policies, and programs to help our employees achieve success at both work and home.

Here are just some of the great benefits we offer:
Full Time employees have access to Medical and Dental insurance to fit your needs Mosaic Learning Center (You can grow both personally and professionally through on-line webinars and self-study courses) 401K match (Let us help you build your financial future) Companywide Hotel Room Discounts (Who doesn't love to get away?) Paid Time Off Employee Assistance Program (We are here to support you and your loved ones) Partnerships and discounts with major retailers such as AT&T, Verizon and Dish to name a few Many more Qualifications

ESSENTIAL FUNCTIONS:
(This list of essential functions is not exhaustive and may be supplemented and changed as necessary.) Greet and welcome all guests approaching the Front Desk. Perform check-ins and checkouts and room change procedures in a confident, friendly, efficient, courteous, and professional manner. Ensure all dates are fully entered into the hotel's system in accordance with reservation. Address guest complaints, inquiries, and requests and refer unresolved issues to supervisor or Manager of Duty in a timely manner. Ensure that services are coordinated to provide the best in guest satisfaction by maintaining contact via telephone with the other departments such as Reservations, Sales, Housekeeping, Bell, and Valet. Answer all phone calls promptly and knowledgeably, always ensuring to provide complete and accurate information. Answer guest inquiries about hotel services, restaurants, entertainment, facilities, and hours of operation, etc. in a timely manner. Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests. Open, secure, and balance out daily shift bank which involves counting and verifying cash, check, and credit card transactions occurring while on duty. Perform audit balances and prepare all work for audit in an orderly fashion. Respect the privacy and maintain confidentiality of guest's information.

OTHER FUNCTIONS:
Ensure logging and delivery of packages, mail and messages to guests and meeting rooms. Maintain comprehensive knowledge of standard reservation procedures. Have knowledge of emergency procedures and assist as needed.

In the absence of the Bell Person, properly tags and secures luggage left in their custody and gives copy of the luggage claim ticket to guest.

Possesses knowledge of the community and area in which the hotel is located to assist guests with information on special events (sporting, theater, movies, entertainment, and restaurants).

Submits all lost and found articles accompanied by a completed lost and found report.

SUPERVISORY RESPONSIBILITIES:
None

QUALIFICATION REQUIREMENTS:
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. Ability to handle sensitive, confidential information discreetly and professionally.

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.

Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks immediately. Ability to work independently with limited support and minimum supervision. Excellent verbal and written communication skills. Strong detail orientated; ability to set priorities, multi-task and meet deadlines. Strong organizational, problem-solving, and administrative skills. Ability to quickly learn and accurately administer complex processes. Strong ability to track actions and follow through on processes. Proven ability to work effectively in an unstructured, fast-paced, and constantly changing environment. Commitment to excellence and continuous improvement. Versatility, flexibility, and a willingness to work with multiple priorities with enthusiasm. Strong computer skills. Excellent time management and organizational skills.

EDUCATION and/or EXPERIENCE:

High School diploma or equivalent required and a minimum of one year guest service experience and/or training; or equivalent combination of education and experience.

Previous experience in a 4 to 5 star hotel (and the quality and services expectations associated therewith) preferred. Multilingual skills are a plus.

LANGUAGE SKILLS:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, such as guest incident reports. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

MATHEMATICAL SKILLS:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CUSTOMER RELATIONS SKILLS:
Knowledge of principles and processes for providing customer service. Must have assessment techniques, quality service standards, alternative delivery systems and customer satisfaction evaluation techniques.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, and talk, or hear. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls. Flexible and long hours sometimes required.

Light work - exerting up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Occasional lifting or moving may be required of objects of up to 50 pounds. Specific vision abilities required by this job include the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud.