Job summary: 

Front Desk Agents are responsible for greeting and registering the guest providing outstanding guest service during their stay and settling the guest's account upon completion of their stay. Primary responsibilities include: registering guests making and modifying reservations hotel operator and concierge duties. Providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy.

Shift requirements:

Currently searching for shifts ranging from 6:00AM to 2:30PM, and 2:00PM to 10:30PM pm with weekends and holidays.

Responsibilities:

• Contribute positively to the team within the department
• Prepare for any and all guest requests
• Participate in on-going training.
• To be thoroughly acquainted with all check-in procedures and policies.
• Be familiar with guest scenarios.
• Be familiar with all technical equipment as related to the Front Desk.
• To be familiar with all hotel facilities.
• To be familiar with general organization set-up.
• To be familiar with the inter-relationship between the different departments.

Hotel Specific Essential Functions:

• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
• Must have the ability to assimilate complex information, data etc from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Approach all encounters with guests and employees in a friendly, service oriented manner.
• Maintain regular attendance in compliance with Hotel Valencia standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.
• Comply at all times with Hotel Valencia Standards and regulations to encourage safe and efficient hotel operations.
• Check guests into or out of hotel.
• Confirm credit and payment method at check in.
• Confirm full payment at check out.
• Log all requests, confirm completion and follow up.
• Direct guests to daily functions within hotel.
• Complete bucket check.
• Review PMS inventory and House Count for availability and rates.
• Book reservations for day of arrival or future stays.
• Balance and prepare individual paper work for closing of shift.
• Balance bank daily.
• To be thoroughly acquainted with all hotel promotional programs.
• Run copies and charge guests as needed.
• Send faxes and charge guests as needed.
• Run daily arrival report and mark registration cards for special requests.
• Distribute faxes, packages and mail to guest services for delivery or inform guest of receipt.
• Stock and clean work space for next shift
• Distribute billing reports to Hotel outlets.
• Block bus tours and notify housekeeping.
• Run PBX board as necessary.
• Load PMS, PBX, PC, Folio, Fax and Pay TV printers as necessary.
• Comply with Valencia Hotel Group (and its affiliates) standards and regulations to encourage safe and efficient hotel operations.
• Maintain regular attendance in compliance with Valencia Hotel Group (and its affiliates) standards as required by scheduling which will vary dependent upon hotel business needs.
• Complete other duties as assigned by Supervisor.

Tools and Equipment:

• Computer and printer, typewriter, telephone, pen/pencil, photo-copying machine, facsimile machine. 

Working Environment:

• Interior and on occasion exterior of hotel with exposure to weather conditions.

Physical Requirements:

• Standing/Walking:  Constantly:  At front desk on tile or carpet.
• Crouching (bend at knees):  Frequently.  When getting supplies from cabinets, picking things up from the floor, and loading the computer printer with paper.
• Stooping (bend at waist):  Constantly.  Getting keys, supplies, and doing paperwork on the front desk.
• Twisting (knees/waist/neck):  Constantly.  When working with several people at once; watching for guests; retrieving material.
• Reaching (overhead/extension):  Constantly.  Passing materials to guests over the front desk counter.
• Handling/Grasping:  Constantly.  Handling telephones, folios, files, fares, supplies, keyboards, grasping pens, telephones, and credit card.
• Pushing/Pulling:  Average weight frequently 5 lbs.  Maximum weight occasionally 20 lbs.
• Lifting/Carrying:  Average weight frequently 5 lbs.  Maximum weight occasionally 20 lbs.
  Qualifications:
• Hotel Operations or Customer Service experience preferred.
• Communicates effectively with others.
• Works productively with a team
• Effective multitasking skills
• Composure and patience under pressure
• Skilled in working with multiple computer programs.

BENEFITS:

• Medical, Dental, Life insurance
• Paid Time Off 
• Paid Community Service Days
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