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Guest Services Representative

2 months ago

Ocean City, New Jersey, United States Port-O-Call Hotel & Resort Full time
Job Overview

Reports To: Front Office Manager

The objective of this job overview is to outline the responsibilities and tasks associated with the role of a FRONT OFFICE AGENT. While the following details provide a thorough description of this position, it is important to note that some responsibilities may not be explicitly mentioned.

Every individual is expected to undertake any reasonable task or request that aligns with achieving company goals.

It is essential to carefully review these duties, skills, and physical requirements, and by signing the Job Description Acknowledgement, you confirm your ability to perform all duties, possess the necessary skills, and meet the physical demands required for this role.

POSITION SUMMARY

  • The FRONT OFFICE AGENT is responsible for welcoming guests, addressing patron inquiries, and managing emergency or security situations.

EMPLOYMENT STATUS

  • Non-Exempt (eligible for overtime)

KEY RESPONSIBILITIES:

  • Greet, register, and assign accommodations, issuing room keys or cards to guests.
  • Provide information regarding hotel services and local attractions.
  • Verify guest credit and determine payment methods for accommodations.
  • Promote and sell available guest rooms.
  • Review accounts of departing guests.
  • Process payments for accounts.
  • Balance cash transactions.
  • Notify housekeeping of vacated rooms ready for cleaning.
  • Maintain an inventory of room reservations.
  • Respond to inquiries regarding reservations.
  • Answer phone calls, take messages, and manage guest correspondence.
  • Address customer complaints or escalate issues to management as necessary.
  • Front desk clerks may also assume administrative duties, such as during night shifts, where they may perform the roles of assistant manager, night cashier, concierge, or night auditor.

QUALIFICATIONS:

Must meet all physical requirements and be able to follow directions.

WORK HOURS:

A minimum of 40 hours per week is required. Weekly schedules may vary as needed. Availability to work weekends is essential.

TECHNICAL SKILLS:

Proficiency in basic computer skills is required for this position.

PHYSICAL DEMANDS:

Constant need (66% to 100% of the time) to be on feet.

Physical activities include:

  • Bending/Stooping/Squatting - Routine cleaning and debris removal.
  • Climbing Stairs - Showing guests to their rooms and accessing stairwells.
  • Pushing or Pulling - Moving light furniture and opening/closing doors.
  • Reaching Above Shoulder - Handling cleaning tools and equipment.
  • Grasping/Turning - Using cleaning tools and equipment.
  • Finger Dexterity - Operating a keyboard, telephone, and other office equipment.

Lifting Requirements:

  • 50 lbs. – 75 lbs. Rarely needed (less than 1% of the time).
  • 25 lbs. – 50 lbs. Occasionally needed (1% to 33% of the time).
  • 1 lb. – 25 lbs. Constantly needed (66% to 100% of the time).

Must be able to handle cleaning chemicals.

SIGHT REQUIREMENTS:

  • Constant need (66% to 100% of the time) to observe areas needing attention and read cautionary labels.
  • Frequent need (33% to 60% of the time) to see clearly beyond arm's reach.

HEARING REQUIREMENTS:

  • Constant need (66% to 100% of the time) to receive instructions from management.

SPEAKING REQUIREMENTS:

  • Constant need (66% to 100% of the time) to verbally communicate with staff and guests.

MENTAL/EMOTIONAL REQUIREMENTS:

  • Ability to work in a fast-paced, customer service-oriented environment.
  • Capable of performing duties under pressure and meeting deadlines.
  • Ability to work collaboratively as part of a team while also completing tasks independently.
  • Willingness to take direction from supervisors.
  • Strong problem-solving skills.
  • Professional interaction with co-workers, supervisors, guests, and the public.

WORKING ENVIRONMENT:

  • Primarily indoors (66% to 100% of the time) with occasional outdoor exposure.
  • Occasional exposure to cleaning chemicals and maintenance projects.
  • Frequent need to work in awkward positions.

REASONING ABILITY:

Moderate. Must apply logical thinking to various practical situations and follow standardized procedures.

SAFETY RESPONSIBILITIES:

  • Learn and adhere to all company safety protocols.
  • Utilize appropriate safety equipment at all times.
  • Report unsafe conditions to supervisors immediately.
  • Familiarity with safety features of equipment and materials related to job duties.
  • Consult with supervisors regarding safe procedures for job functions.

ADDITIONAL REQUIREMENTS:

Employees must meet performance standards and comply with company policies and procedures as outlined in the Employee Handbook or communicated by management.

This job overview is intended to describe the general nature and responsibilities of the position. Duties may change as deemed necessary by the company. Employees are expected to comply with supervisory instructions and perform other assigned tasks as required.