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Front Desk Agent

2 months ago

North Adams, United States Porches Inn at MASS MoCA Full time
Job DescriptionJob Description

Job Purpose:

Accommodate hotel patrons by registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.

Essential Duties and Responsibilities:

  • Register guests and assign rooms; accommodate special requests whenever possible.
  • Thoroughly understand and adhere to proper credit procedures.
  • Understand room status and room status tracking.
  • Know room locations, types of rooms available and room rates.
  • Use suggestive selling techniques to sell rooms and to promote other services of the hotel.
  • Coordinate room status updates with the housekeeping department by notifying housekeeping of all check outs, late checkouts, early check-ins and special requests.
  • Possess a working knowledge of the reservations department. Take same-day reservations and future reservations when necessary. Has knowledge of and follows cancellation procedures.
  • File room keys and make new packets; if keys aren’t returned, make up new set and charge guest.
  • Know how to use front office equipment.
  • Process guest check-outs; post charges to guests’ account as needed.
  • Use proper telephone etiquette.
  • Read daily “Shift” and “Housekeeping” reports. Prepare reports as required.
  • Attend department trainings and meetings.
  • Report any complaints, unusual occurrences or requests to the Manager or Manager on Duty.
  • Know all safety and emergency procedures.
  • Maintain the cleanliness and neatness of the front desk, lobby and gift shop “areas.”
  • Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts/departments.
  • Cover “Breakfast Attendant” position when no one is scheduled or there is a call out.
  • Perform any other duties assigned by Manager.

Requirements:  

  • High School Diploma/Equivalent
  • Must be 18 years of age

Experience: This professional should have the ability to welcome the guests with a pleasant smile and interact with them politely. He/she should be diplomatic and should be able to get along well with all personnel. He/she should be obliging, accommodating, and must believe in excellent customer service. Good problem-solving skills, ability to multi-task, good communication skills, basic math skills, ability to work under pressure, reliability etc., are some of the other required skills. It is crucial that he/she should be an outgoing personality, cooperative, friendly with optimistic attitude and should enjoy social interaction. He/she must be a courteous listener and should have high levels of tolerance in case there is any conflict.