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Front Desk Agent

4 months ago

Tampa, Florida, United States Embassy Suites by Hilton Tampa Airport Westshore Full time

JOB OVERVIEW:
Check‐in/check‐out hotel guests courteously and efficiently. Process all payments according to established hotel requirements. Provide information, assistance, and hospitality to all guests and visitors.

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

QUALIFICATIONS
Essential:
1. High school graduate or equivalent vocational training certificate.
2. Compute basic arithmetic.
3. Must have a good understanding of the English language.
4. Good communication skills both verbal and written.
5. Provide excellent customer service and maintain a professional demeanor.

Ability to:

  • perform job functions with attention to detail, speed, and accuracy.
  • prioritize and organize.
  • be a clear thinker, remain calm, and resolve problems using good judgment.
  • follow directions thoroughly.
  • understand guests' service needs.
  • work cohesively with co‐workers as part of a team.
  • work with minimal supervision.
  • maintain confidentiality of guest information and pertinent hotel data.

6. Ability to input and access information in the property management system/computers/point of sales system. Desirable:

1. Some college or training in Hospitality Industry.

2. Previous experience as Front Desk Agent.
3. Previous cash handling experience.
4. Ability to suggestively sell.
5. Previous guest/customer relations training.

PHYSICAL DEMANDS
1. Exert physical effort in lifting/transporting at least 10 pounds.
2. Endure various physical movements throughout the work areas.
5. Must be able to stand at the front desk and exert well-paced mobility for up to 8 hours.
6. Satisfactorily communicate with guests, management, and co‐workers to their understanding.
7. Work environment – Front Desk and Back Office Areas, Guest Rooms, and all Public Areas. Job involves working under variable temperature conditions and noise levels, in indoor settings.
ESSENTIAL JOB FUNCTIONS
1. Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
2. Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day.
3. Maintain positive guest relations at all times.
4. Resolve guest complaints, ensuring guest satisfaction.
5. Maintain complete knowledge at all times of:
a) all hotel features/services, and hours of operation.
b) all room types, numbers, layout, decor, appointments, and location.
c) all room rates, special packages, and promotions.
d) daily house count and expected arrivals/departures.
e) room availability status for any given day.
f) scheduled daily group activities.
6. Obtain assigned bank and ensure the accuracy of contracted monies. Keep the bank secure at all times.
7. Meet with the Supervisor to review daily assignments and priorities.
8. Meet with the departing Front Desk Agent to review business status and follow-up items.
9. Access all functions of the computer system.
10. Answer the department telephone within 3 rings, using the correct greeting and telephone etiquette.
11. Promote positive guest relations with all individuals approaching the Front Desk.
12. Process all guest check‐ins.
13. Confirm reservation in the system and review all noted information.
14. For guests without a reservation, sell a room type agreed upon. Register guests on the computer and generate a registration card.
15. Verify registration card information with the guest.
16. Obtain backup information for guest credit/payment method and input it into the system; collect cash when designated.
17. Assign guest room.
18. Inform guests of the room safe and mini‐bar key and room key procedures.
19. Issue parking passes/validate valet parking tickets (if applicable).
20. Communicate services and amenities of the hotel to guests.
21. Obtain proper identification for tax-exempt guests and attach the form to the registration card.
22. Direct Bell Person to escort guests and transport their luggage to the room.
23. Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
24. Set up accurate accounts for each guest checking in according to their requirements (i.e., share with, separate room/tax/incidentals, comp).
25. Handle overbooked or "walked" guests.
26. Accommodate room changes.
27. Document all guest requests, complaints, or problems.
28. Take, record, and relay messages accurately, completely, and legibly.
29. Offer detailed information on the voicemail system to callers and guests wishing to leave messages.
30. Accept and record wake‐up call requests.
31. Issue safe deposit boxes to guests and ensure the security of keys.
32. Document and confirm reservations and cancellations.
33. Block rooms in the computer and follow through on designated requirements.
34. Pre‐register designated guests and prepare key packets.
35. Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
36. Resolve discrepancies on the room status report with Housekeeping.
37. Process all check‐outs.
38. Resolve any late charges.
39. Present folio to guest and resolve any disputed charges.
40. Settle guest accounts.
41. Solicit guest comments on their stay.
42. Handle requests for late check‐outs.
43. Conduct group check‐ins/outs.
44. Assist all departments/executives in obtaining appropriate information regarding groups, inventory, and guest information.
45. Adhere to all cashiering procedures:
46. Process adjustment vouchers, paid‐outs, correction vouchers, and miscellaneous charges.
47. Run closing reports.
48. Count and secure bank.
49. Complete designated cashier reports.
50. Balance receipts.
51. Drop receipts.
52. Document pertinent information in the logbook.
53. Legibly document maintenance needs on work orders and submit to the Manager.
54. Other duties as assigned.

PHYSICAL DEMANDS

  • Ability to stand and move throughout the front office and continuously perform essential job functions.
  • Stand 95% of shift
  • Lifting up to 25 pounds maximum.
  • Occasional twisting, bending, stooping, reaching, standing, walking.
  • Frequent talking, hearing, seeing and smiling.

EOE/AA/M/F/Vet Disabilities

Source: Hospitality Online