Front Desk Representative

4 weeks ago

Tacoma, Washington, United States Motel 6 -- Tacoma Full time

Job Summary:

The Front Desk Agent is responsible for providing exceptional customer service to guests at Motel 6 -- Tacoma. This role involves directing and controlling the activities in the lobby and front desk area to ensure that guests receive outstanding service according to Motel 6 Brand Standards policy.

Key Responsibilities:

  • Provides friendly and responsive front desk service to guests, while also ensuring that guest payments are collected and processed in a reliable and timely manner.
  • Greets guests, assists them with check-ins and check-outs, registers and assigns rooms, issues room keys/cards, transmits and receives messages, keeps records of occupied rooms and guest accounts, makes and confirms reservations, presents statement to and collects payments from departing guests.
  • Ensures that all service provided is consistently prompt and courteous, designed to meet high standards of quality to ensure guest satisfaction and repeat business.
  • Inspects guest rooms and public spaces to ensure compliance with Brand Standards and to confirm rooms and property are guest ready.
  • Responds to any/all emergency situations (police, fire, emergency responder, weather, building – electrical outage, water line breaks, etc.) in a timely manner.

Essential Functions:

  • Organizes, confirms, processes, and conducts all guest check-ins/check-outs, room reservations, requests, changes, and cancellations; greets, registers, and assigns rooms to guests.
  • Secures payment; verifies and adjust billing. Verifies customers' credit, and establishes how the customer will pay for the accommodation. Computes bills, collects payments, and makes change for guests.
  • Provides leadership to the team with ongoing training and coaching; leads by example.
  • Keeps abreast of hotel policies concerning room/sign rates, group and other discounts, and special offerings.
  • Issues room keys, identifies and explains room features to guests. Supplies guests with directions and information regarding property amenities, services, hours of operation and local areas of interest.
  • Keeps records of room availability and guests' accounts.
  • Performs bookkeeping activities such as making cash deposits, completing daily audit, running reports, posting payments to guest folios.
  • Responds to guest comments or complaints, referring customers to General Manager as necessary.
  • Prepares housekeeping duty rosters for move-out and stay-over cleans.
  • Inspects/stocks housekeeping carts for service preparedness.
  • Inspects rooms and public areas to accepted health and safety standards for pest control.
  • Creates an operating environment that assures consistent guest satisfaction, meets with and solicit comments from guests on a regular basis to determine their level of satisfaction with guest services and facilities.
  • Maintains proficiency in all location computer and software systems.
  • Assists other employees in completing their respective duties, as necessary, to achieve guest ready rooms, public areas, and outstanding customer service.
  • Responds to emergency situations.

Competencies:

  • Action Oriented – Demonstrates a commitment to effective job performance by taking action on one's own and following through to get the job done.
  • Effectively manages multiple priorities with a results-oriented sense of urgency.
  • Adaptability and flexibility – Displays the capability to adapt to new, different, and changing requirements.
  • Conflict Management – Successfully mediates conflict between individuals and groups; can negotiate consensus and agreement and settle disputes equitably; can find common ground and obtain cooperation of parties involved.
  • Dependability and reliability– Displays responsible behaviors at work: attendance and punctuality, attention to details, following directions, and fulfilling obligations.
  • Integrity – Displays strong moral principles and work ethic. Behaving ethically, acting fairly, and taking responsibility.
  • Interpersonal Skills – Displays the skills to work effectively with others.
  • Professionalism – Maintaining a professional presence. Demonstrating self-control, maintaining a professional demeanor and a positive attitude.

Skills/Qualifications:

  • Good people skills for dealing with both staff and guests.
  • Must have computer skills; the ability to access and accurately input information in to a computer system including Microsoft Office Suite and the Hotel PMS system.
  • Friendly, cooperative manner and patience in dealing with unreasonable requests or rude customers
  • Must maintain a professional appearance and demeanor.
  • Self-starter with the ability to prioritize and handle multiple projects and meet deadlines under pressure, with strong organizational time management skills and problem solving skills.

Physical Requirements:

  • 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 occasionally required to stand; walk; sit; use hands to handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.
  • Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • Frequently bends, kneels, crouches.
  • Repetitive movement of hands, arms and legs, sweeping, vacuuming, mopping, wiping, pushing, lifting.
  • The employee must occasionally lift and/or move up to 25 pounds

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