Front Desk Agent
2 weeks ago
Job Title: Front Desk Agent
Department: Hotel
Reports To: Supervisor Hotel Operations
FLSA Designation: Non-exempt
License Type: Non-gaming
Pay Range: Start - $23.94 One Year - $26.60
Essential Job Functions:
- Greet customers immediately with a friendly and sincere welcome
- Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate
- Promote the Landing Hotel and brand marketing programs
- Make appropriate selection of rooms based on guest needs
- Code electronic keys
- Non-verbally confirm the room number and rate
- Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate
- Verify and imprint credit cards for authorization using electronic acceptance methods
- Handle cash, make change and balance an assigned house bank
- Accept and record vouchers, travelers' checks, and other forms of payment
- Convert foreign currency at current posted rates
- Post charges to guest rooms and house accounts using the computer
- Promptly answer the telephone using positive and clear communication
- Retrieve mail, small packages and facsimiles for customers as requested
- Close guest accounts at time of check out and ascertain satisfaction
- In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances
- Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results
- Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
- Remain calm and alert especially during emergency situations and heavy hotel activity
- Plan and implement detailed steps by using experienced judgment and discretion
- Comply with attendance rules and be available to work on a regular basis
- Perform any other job-related duties as assigned
- Must have the ability to communicate in English
- Must be able to work various shifts, weekends, holidays
- Must have working knowledge of Microsoft Office/Google Suite products
- Self-starting personality with an even disposition
- Always maintain a professional appearance and manner
- Excellent written and oral communication skills
- Must be willing to "pitch-in" and help co-workers with their job duties and be a team player
- Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
- Ability to access and accurately input information using a moderately complex computer system
- Ability to establish and maintain effective working relationships with associates, customers and patrons
- Ability to stand and move throughout front office and continuously perform essential job functions
- Ability to observe and detect signs of emergency situations
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