Front Desk Agent

1 month ago

Portland, United States The Portland Regency Hotel & Spa Full time

The Portland Regency Hotel & Spa is looking for a Full-Time Front Desk Agent to join our team We are a beautiful Historic Hotel of America located in the heart of Portland's Old Port District.

Full-Time benefits include: Medical, Dental, Life and Short-Term Disability insurances, Holidays, and PTO. Part-Time benefits includes sick time. All employees receive: HHA Discounts, Fitness Center use, Uniform, Parking and Employee Meal. 401k plan with match after one year.

Summary: It is the responsibility of the Front Desk Agent to assist Hotel guest needs in a timely, professional, and reasonable manner. A guest's needs can be far ranging, and an Agent must use his/her discretion in making common sense decisions to help guests. This position requires professional judgment and initiative when assisting guests with their needs. Hotel guests generally have several needs and requests, and the Agent should try their best to adhere to the guest's requests, within reason. The Front Desk is the guest's source of information to the hotel and to the city.

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

  • To check work schedule each week and report for all scheduled shifts on time and in complete uniform and with name tag on.
  • To punch in correct department on time clock no more than 5 minutes before shift and punching out directly after shift ends.
  • To act in a professional manner at all times.
  • Responsible for cash drawer in specified amount to counted at the beginning and end of each shift.
  • All folios must be closed out properly, correct drop procedures followed, and all cash procedures as listed in outlet training manual must be adhered to.
  • Monitor public email account and respond to inquiries.
  • Must have knowledge of all aspects and facilities of hotel.
  • When interacting with a dissatisfied guest, politely apologize and seek assistance of a member of upper management when available.
  • Must have knowledge of all packages, rate information, incoming groups, V.I.P's, and other hotel activities. Responsible for the knowledge of current and expired promotions and gift certificates.
  • Taking individual guest reservations, as well as block reservations. Enters reservations from GDS booking sites as needed.
  • Checking guests in and out of their overnight rooms.
  • Assisting guests in any reasonable manner possible to assure the happiness of said guest, (dinner, reservations, directions, amenities, linen, etc.)
  • Dealing with all guest requests and/or complaints in a professional and knowledgeable manner.
  • Agents are to assist guests who may have complaints. Agents will be trained by managers on how to deal with guests in specific situations of which there is not always a set policy, because each guest is different, and each problem must be dealt with separately.
  • Answering hotel switchboard. Agents are required to have knowledge of Hotel PBX and superset systems (telephone system(s)). Must be able to effectively answer and send calls off to appropriate extensions. All calls should be answered within three rings.
  • Enters wake-up calls and coffee delivery upon request.
  • Issuing keys to appropriate managers and employees. All keys must be signed out by that person when issuing and when turning in.
  • Daily charge distribution, i.e., posting to folios all charges applicable to a specific room.
  • To perform any other related duties assigned by any Department Manager.
  • Keep Front Desk area clean. (Ex: Empty trash, empty recycle bins, deliver dirty dishes to kitchen)
  • Assists with training of new desk members.
  • Miscellaneous down-time tasks.


Supervisory Responsibilities

This job has no supervisory responsibilities.

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 have excellent attention to detail and able to multi-task.

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