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Front Desk Agent

2 months ago

Ocala, United States Choice Hotels Full time

HDG Hotels owns and operates hotels through out the Southeastern Region. Our company offers health, vision and dental insurance; a 401K match; paid time off; and other benefits in an effort to put our people first. If you are looking to be a part of a team whose vision is to positively impact the people and the world around them, then we are the team for you.

POSITION SUMMARY:

HDG's Front Desk Agents have the most direct interaction with our guests out of all positions. Front Desk Agents are the face of our hotels. They must display a positive, proactive attitude and a willingness to provide our guests with the best experience possible.

This position is responsible for being the first point of contact as well as the first impression with guests, handling all stages of a guest's stay which can include multitasking, and performing the following duties in a manner that reflects HDG Hotel's vision, mission and core values.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned.

  • Greet guests and patrons as they arrive
  • Engage with the guest to find out their room needs as well as the reason for their visit
  • Ask if guests have a prior booking
  • Manage the registration process
  • Ask for identification and ensure that the provided credentials are accurate
  • Manage guest check-ins and check-outs appropriately
  • Operate hotel switchboard, take calls and provide information and transfer calls
  • Manage accurate accounting of all rooms
  • Provide guests with correct room keys
  • Take reservations over the telephone, through emails and in person, including groups
  • Answer queries regarding the hotel's services, charges, dining facilities, sports facilities and travel directions
  • Refer guests to appropriate departments to resolve complaints or provide suggestions
  • Compute bills and take payments
  • Provide guests with directions around the hotel and the area
  • Contact housekeeping and maintenance departments when a problem is reported
  • Explain appropriate use of keys and ensure that guests are satisfied with the rooms allotted to them
  • Perform basic maintenance so as to minimize out of order rooms
  • Perform housekeeping and laundry functions as needed
  • Balance cash at the end of the shift and generate accounting reports for the benefit of the next shift
ATTENDANCE:

Must be punctual and timely in meeting all requirements of performance, including, but not limited to, attendance standards and work deadlines; beginning and ending assignments on time; and scheduled work breaks; where applicable.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Interpersonal
  • Internal and External 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. Interacts respectfully and amicably with coworkers.
  • External Working Relationships - Develops and maintains courteous and effective working relationships with clients, vendors and/or any other representatives of external organizations.
Organizational
  • Business Necessity - The needs of the employer may be dependent on responding to and anticipating rapidly changing external and internal demands in all aspects of how business is conducted. This may include, but is not limited to, organization structure, finances, goals, personnel, work processes, technology, and customer demands. Therefore, it may become necessary to make modifications to how business is conducted and work is accomplished, with minimal or no advance notice to employees. Accordingly the employee must be capable of multitasking and adapting, with minimal or no advance notice, to changes in how business is conducted and work is accomplished, with no diminishment in work performance.
  • Safety and Security - All employees are responsible for observing safety and security procedures as applicable and reporting potentially unsafe conditions to management.

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.

EDUCATION AND/OR EXPERIENCE:

Less than high school education; or up to three months related experience or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of: Internet Software; Spreadsheet Software (Excel); Word Processing Software (Word); Electronic Mail Software (Outlook); Presentation software (PowerPoint), Property Management Systems.

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 regularly required to stand, use hands to conduct work or feel, talk or hear.

The employee is occasionally required to walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision.

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.

The noise level in the work environment is usually moderate, but may vary.

Consistent uniformed attire is expected to be worn as required.

HDG Hotels is an Equal Employment Opportunity Employer.