|
||||||||||||||
| POSITION SUMMARY: The main functions of the Front Desk Agent are to check guests into and out of the hotel, and operate the switchboard to ensure efficient communication within, to, and from the hotel. The Front Desk Agent must maintain a welcoming attitude and welcome all service questions and requests. He or she is also responsible for safeguarding both the hotel’s guests and its assets by following all established safety and security policies and procedures ACCOUNTABILITIES: The Front Desk Agent is directly responsible for the prompt, efficient, and courteous check in and check out of guests, collecting monies for services rendered during a guest stay, routing all calls appropriately and politely, taking messages accurately, handling fax transmissions appropriately, and for meeting many other guest needs during their stay. QUALIFICATION STANDARDS EDUCATION & EXPERIENCE: • Experience in a hotel or a related field preferred • High School diploma or equivalent required • College course work in related field helpful • Previous customer service experience required TOOLS & EQUIPMENT: • Computer, Credit Card Authorization machine, projector, copier, scanner, other office equipment, telephone, two way radio • Ability to work in Excel, Word, PowerPoint WORK ENVIRONMENT: • Under variable temperature conditions • Under variable noise levels • Outdoors/Indoors • Around chemicals, fumes and or odor hazards • Around dust and or mite hazards PHYSICAL REQUIREMENTS: • Long hours sometimes required • Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects • Ability to work under variable temperatures and noise levels • Near Vision - The ability to see details at close range • Ability to bend, stretch, twist or reach with your body and arms • Must be able to stand and/or walk for lengthy periods of time without leaning MENTAL REQUIREMENTS: • Oral and Written Comprehension and Expression - Must be able to convey & understand information and ideas in English • Must be able to evaluate and select among alternative courses of action quickly and accurately • 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 multiple 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 • Mathematical Reasoning - Must be able to work with and understand financial information and data, and basic arithmetic functions • Multi-lingual skills helpful DUTIES & FUNCTIONS ESSENTIAL: • Approach all encounters with guests and employees in a friendly, service oriented manner • Maintain regular attendance in compliance with New Castle 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 business attire and nametag when working • Comply at all times with New Castle standards and regulations to encourage safe and efficient hotel operations • Positively interact with hotel guests • Check guests into or out of the hotel • Confirm credit and payment method at check in • Confirm full payment at check out • Log all requests and confirm completion • Direct guests to daily functions within the hotel • Prepare express checkouts to be mailed daily (day shift) • Review PMS inventory and house count for availability and rates • Book reservations for day of arrival or future stays • Balance and prepare individual paperwork for closing shift • Balance bank daily • Maintain and market special guest programs • Handle incoming/outgoing calls • Take and deliver messages • Be familiar with guest privacy • Operate switchboard and 2-way radio • Provide information about hotel • Know emergency procedures • Perform bucket checks • Know VIP procedures • Run copies and charge guests as needed • Send faxes and charge as needed • Run daily arrival report and mark registration cards for special requests • Review changes in Policy and Procedure • 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 • Prepare key check inventory • Block bus tours and notify Housekeeping • Keep immediate supervisors fully informed of all challenges or matters requiring his/her attention MARGINAL • Other duties as required • Participate in all departmental meetings | ||||||||||||||
| ||||||||||||||
 |
 |