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Front Desk Agent
3 months ago
Position Title: Front Desk Agent
Department: Front Office
Reports To: Front Office Manager
FLSA Status: Non-Exempt
Prepared/Revised Date: January 2024
About The Hollywood Roosevelt
Dating back to the Golden Era and located on the Hollywood Walk of Fame, The Hollywood Roosevelt is an iconic hotel that reflects classic Hollywood in every sense. Built in 1927, the hotel has played host to stars like Marilyn Monroe, Charlie Chaplin, and Clark Gable. Hollywood Roosevelt is a full-service lifestyle hotel providing guests a glimpse at Hollywood's storied past and offering travelers an experience of Hollywood that is authentic to its history and legacy. Experience our modern interpretation of a Hollywood original.
Position Summary
The primary role of a Front Desk Agent is to provide the highest level of customer service possible while assisting guests through their check-in and check-out process. Their job duties require style and service attributes that are key to creating a positive guest experience.
Pay Type - Hourly
Rate - $25.00
Essential Duties and Responsibilities
- Check guests in while ensuring a credit card is received; make sure all information provided by guest is accurate
- Collect accurate payment from the guest and make accurate account postings to OPERA for all room charges
- Manage a cash bank according to hotel policies and procedures
- Answer telephone in a professional manner; promptly follow through on any guest needs or requests
- Communicate thoroughly and professionally with all departments regarding guest needs and requests
- Maintain accurate knowledge of all property offerings, hours of operation and in-house events
- Be knowledgeable of information regarding the general local area
- Conduct self in a professional manner with the awareness that all actions and communications are within guest view
- Maintain cleanliness of Front Desk and ensure work area is orderly and properly stocked
- Complete assigned duties within each shift, including daily cash handling and close out procedures
- Maintain high level of confidentiality with all guest information
- Maintain appearance and uniform standards
- Develop and maintain positive communication and teamwork with all co-workers and supervisors, communicate thoroughly and professionally with all departments regarding guest needs and requests.
- Handle all guest service issues in an immediate and professional manner
- Follow all policies and procedures set forth by the Hotel
- Deliver excellent customer service in an efficient manner while acknowledging and greeting guests
- Other duties as assigned
Knowledge and Skills
- Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with minimal supervision
- Strong interpersonal skills and the ability to work well with co-workers and the public
- Ability to accurately compute and manipulate mathematical calculations
- Strong knowledge of Opera PMS and Micros POS preferred
- Ability to effectively present information and respond to questions from guests, and the general public
- Working knowledge of hotel RMS, and GDS systems preferred
- Ability to build morale and group commitments to goals and objectives. Supports everyone's efforts to succeed.
- Exercises sounds and accurate judgment with regards to decision making in a timely matter
- Prioritizes and plans work effectively and efficiently
- Observes and implements all safety and security procedures
- Ability to meet deadlines with frequent change delays and unexpected events
Education and Work Experience
- High school diploma or general education degree (GED); one year of prior Customer Service experience and/or training; or equivalent combination of education and experience.
- Previous hospitality industry experience preferred
Certificates, Licenses and Registrations
none
Supervisory Responsibilities
none
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 accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required to stand, sit, or walk for an extended period of time. The employee may frequently be required to stoop, kneel, and crouch for duration of shift (eight hours or longer). The employee will need to use hands to finger, handle, or feel; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move and/or push up to 50 pounds without assistance.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be detail oriented, possess strong organizational and time management skills and the ability to multitask. Ability to work a flexible schedule including weekdays, weekends, holiday and nights.
Language Skills
Ability to read and interpret documents such as hotel communication, operating manuals and documents pertaining to Front Office computer systems. Ability to effectively present information and thoroughly answer questions in one-on-one and small group situations to customers, clients, and other employees of the organization.
Reasoning Ability and Computer Skills
Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to efficiently use Opera.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
EOE/M/F/D/V
