Hotel AM/PM Front Desk Agent

1 month ago

North Palm Beach, United States Hampton Inn JupiterJuno Beach Full time
Benefits:
  • Medical Insurance
  • Vision Insurance
  • Dental Insurance
  • 401(K) Match
  • Paid Time Off
JOB SUMMARY: Assists guest check-ins, processes reservations, and coordinates guests' services through various departments.

ESSENTIAL FUNCTIONS:
  • Provides courteous guest service by responding promptly and efficiently to inquiries, requests and complaints, and by accurately processing guest mail and messages.
  • Coordinates the delivery of guest services by other hotel departments and outside businesses
  • Processes all incoming and outgoing reservation and cancellation requests in a timely manner by mail, telephone, in person and via the applicable franchise system.
  • Check-in and Check-out departing guests in the most efficient manner possible, following all established procedures and policies.
  • Maximizes room revenue and occupancy levels through suggestive selling.
  • Applies knowledge of marketing programs applicable to the hotel, local area and all hotel functions and outlets, and properly presents the programs to guests.
  • Handles departmental accounting of monies, receipts, guest accounts and other forms of credit. Operates the department's cash register.
  • Maintains information and communication sources such as room rack, telephone information rack, log book and applicable franchise directories.
  • Operates PBX (switchboard) equipment to handle incoming calls, outgoing calls, wake up calls and the paging of guests.
  • Operates the applicable franchise terminal and performs designated training and maintenance tasks.
  • Monitors in-house computer accuracy to ensure maximum occupancy.
  • Examines the day's reservations for correct date, type of room reserved, and any special requests.
  • Complies with the hotel's security and emergency procedures as well as operational policies and procedures.
  • Complies with all corporate office and applicable franchise policies and procedures.
  • Maintains order and cleanliness of the front desk area.
  • Provides assistance to other employees to contribute to the smooth operation of the department and hotel.
  • Complete all items on checklist prior to completing shift close out.
  • Participates in MOD schedule with Front Desk Manager or General Manager are off property.
  • Performs other related unrelated tasks as assigned by management.
JOB SPECIFICATIONS:
  • Environmental Conditions
    • 95% Inside: Protection from weather conditions but not necessarily from temperature changes.
    • 5% Outside: No protection from weather conditions during property walks and inspections.
  • Essential Skills
    • Requires familiarity with applicable franchise front desk standards and procedures or ability (gained through 2+ years previous experience related employment or front desk experience) to quickly become familiar with applicable franchise standards and procedures.
    • Must possess knowledge of hotel interdepartmental relationships as well as all operations pertaining to front desk: Reservations, Guest Registration, Concierges Services, Telephone Services, and Guest Accounting.
    • Must have ability to handle/resolve guest complaints and/or knowledge/understanding of when and how to direct the guest to receive assistance.
    • Must have ability to professionally represent the hotel, deal positively with the public, and possess pleasant telephone manner.
    • Knowledgeable in Reservations/Inventory management.
  • Educational/Vocational Preparation
    • High school graduate or equivalent.
    • Previous hotel front office experience preferred; however, ability gained through 2+ years related employment (sales, resort, marketing) or on-the-job training may substitute for actual front office experience.

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