Front Desk Agent

3 weeks ago

Santa Rosa, United States Ensemble Hospitality Full time

Vintners Resort

We are recruiting for an enthusiastic and experienced Front Desk Agent

**Summary**: Accommodates guests of hotel by performing the following duties.
- Greets guests and checks them into hotel following established procedures including but not limited to assuring all necessary information is received and entered into computer, obtaining credit card imprint for incidental expenses, informing guests of pertinent hotel policies, issuing room keys, directing guests to rooms and other areas.
- Responds to guest questions either in person or over the phone in a courteous and professional manner; provides information including but not limited to directions, shopping, dining, entertainment, hotel services, and safety.
- Fulfills guests’ need, ensuring their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed.
- Resolves guest problems/complaints; utilizes own best judgment in resolving issues or refers to management as needed.
- Answers hotel internal and external phone calls and provides information as needed; takes messages for hotel guests and assures receipt. Knowledge of main access roads to the hotel for directions.
- Makes and confirms reservations for future hotel guests following established procedures including but not limited to assuring room availability, obtaining all necessary guest information, obtaining credit card information, assuring guest understands all hotel policies particularly with regard to reservation cancellation.
- Checks guests out of hotel following established procedures including but not limited to computing bills, collecting payment, and providing guest with necessary paperwork.
- Maintains front desk area in a clean and orderly fashion.
- Possesses and maintains thorough knowledge of hotel and area’s attractions.
- Completes all necessary paperwork; maintains files and records.
- Performs clerical duties as required including but not limited to filing, photocopying, faxing, and mailing.
- Performs other duties as assigned by manager.

**Competency**:

- Problem Solving-Identifies and resolves problems in a timely manner; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Project Management-Coordinates projects; Completes projects on time and budget.
- Technical Skills-Strives to continuously build knowledge and skills; Shares expertise with others.
- Customer Service-Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Interpersonal Skills-Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
- Oral Communication-Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; responds well to questions.
- Written Communication-Writes clearly and informatively; Presents numerical data effectively; Able to read and interpret written information.
- Teamwork-Gives and welcomes feedback; Contributes to building a positive team spirit; Supports everyone's efforts to succeed.
- Business Acumen-Understands business implications of decisions; Aligns work with strategic goals.
- Cost Consciousness-Contributes to profits and revenue ; Conserves organizational resources.
- Diversity-Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.
- Ethics-Treats people with respect; Keeps commitments; Works with integrity and ethically; Upholds organizational values.
- Organizational Support-Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values.
- Judgment-Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
- Planning/Organizing-Prioritizes and plans work activities; Uses time efficiently.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Follows through on commitments.
- Quality-Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
- Quantity-Meets productivity standards; Completes work in timely manner.
- Safety and Security-Observes safety and security procedures; Reports potentially unsafe conditions ; Uses equipment and materials properly.
- Attendance/Punctuality - Is consistently at work and on time.
- Dependability-Follows instructions, responds to management direction; Completes tasks on time or notifies appropriate person with an alternate plan.

**Qualifications**:

- High school diploma or general education degree (GED); or one year related experience and/or training; or equiva

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