Front Desk Agent

Position Summary

Ensure that guests receive outstanding customer service according to company and brand standards. 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 guests as well as ensuring that guest payments are collected and processed in a reliable and timely manner.

Ensures that all service provided are consistently prompt and courteous and meet high standards of quality to ensure guest satisfaction and repeat business. Inspects guest rooms and public spaces to ensure compliance and to confirm rooms and property are guest ready. Responds to all emergency situations (police, fire, emergency responder, weather, building – electrical outage, water line breaks, etc.) in a timely manner. Cleans the lobby and public restroom; washes and folds laundry; and assists other staff in preparing check outs to be guest ready.

Position Type and Expected Hours of Work

This is a part-time position with rotating weekday and weekend shifts.

What You Will Be Doing

• Organizes, confirms, processes, and conducts all guest check-ins/check-outs, room reservations, requests, changes, and cancellations; greets, registers, and assigns rooms to guests.
• Collects payments, verifies and adjusts billing as directed by the GM.
• Keeps abreast of hotel policies concerning 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, and posting payments to guest folios.
• Responds to guest comments, compliments, or complaints, referring customers to GM as necessary.
• Prepares housekeeping duty rosters for check-out and stay-over cleans.
• Inspects rooms and public areas to ensure expected health and safety standards for pest control.
• Creates an operating environment that assures consistent guest satisfaction, meets with and solicits 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.
• Responds to emergency situations.
• Washes and folds laundry.
• Provides support to housekeeping in guest rooms and public spaces as well as inspecting and stocking housekeeping carts for service preparedness as needed based on business demands.
• Essential Functions are not all inclusive; other job duties may be assigned.

Physical Demands

The physical demands described here are representative of those that must be met by an employee with or without accommodation to successfully perform the essential functions of this job.

• 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, and hear.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Repetitive movement of hands, arms and legs, sweeping, vacuuming, mopping, wiping, pushing, and lifting.
• The employee must occasionally lift and/or move up to 25 pounds.
• Exposure to adverse weather conditions, hazardous chemicals, odors, dirt and dust.

Reasonable Accommodations

Reasonable accommodations may be made to enable individuals with disabilities to perform the requirements of this position if such accommodations do not create an undue hardship for the company.