Front Office Agent

21 hours ago

Aliso Viejo, United States Leisure Sports Full time

Leisure Sports Service DepartmentJob DescriptionFRONT OFFICE AGENTMISSIONTo create great first and last impressions for hotel guests. Be aggressively hospitable to guests as they check in and check out of the hotel, and use names at every opportunity. To greet and register guests; assign rooms, issue room keys, and provide directions to rooms. In the absence of the Concierge, serve as a resource for all hotel guests for information on hotel and club features, services, programs and fees, as well as local attractions, dining, entertainment, sports and cultural activities. To assist guests with safe deposit box usage. To compute guest bills and collect payment.REPORTS TOFront Office ManagerDRIVERS OF SUCCESSPersonable, Friendly DemeanorCustomer Service ObsessionTeam Player, Leadership SkillsProfessionalism, ResponsibilityEnthusiasm, Achievement OrientationCommunication Skills PRIMARY RESPONSIBILITIESEnthusiastically greet and check in hotel guests as they arrive; smile and use names oftenAssign rooms to guests and issue room keysProvide directions to room, either directly to guest, or as escort instructions to DTS AttendantKeep records of room availability and guests' accountsBe able to make, confirm and cancel reservations for guestsBe able to assist in posting charges such as room, food, liquor, spa services, or telephone to guest accountsBe knowledgeable of all hotel and club services, policies, hours of operation, special programs, marketing specials, department manager names and titles, and so on, and be able to answer hotel guests' questions and to market all RCS services to guestsBe knowledgeable of all Concierge information resources, including where and how to access them, and be able to provide concierge-type services to hotel guests when the Concierge is not on dutyAssist hotel guests and club members in using the Business Center's computers, printers, copier, and fax machine; check the room frequently to deter vandalism or theftDate-stamp, sort and rack incoming mail and fax messages, as neededCompute guest bills and collect payment upon check-outAnswer incoming telephone calls when calls are forwarded to the hotel Front Desk; transfer calls professionally and efficiently; take accurate messages as neededControl the safe deposit box room and system; assist guests with signing in and signing out safety deposit box itemsEnsure that all RCS operational policies for the Front Desk, Business Center, safe deposit boxes, and Concierge Desk are followedBe highly security and safety-conscious; report all suspicious or inappropriate behavior to the Front Office Manager, Rooms Director of Security OfficerAssist with administrative duties as requestedOther responsibilities or projects assigned by the Assistant Front Office Manager ESSENTIAL PHYSICAL REQUIREMENTSQualified candidates, with or without reasonable accommodations, must be able to:Able to write, speak clearly, read, hear and seeStanding for duration of work shiftComputer/keyboard operationsCash register operationBending and light lifting (up to 30 lbs.)Light telephone work

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