Front Desk Agent - PM/Overnight

SUMMARY

The Front Desk Agent - PM Shift will organize, confirm, process, and conduct all guest check-ins/check-outs, room reservations, requests, changes, and cancellations. Secure payment; verify and adjust billing. Activate and distribute room keys. Process all guest requests and relay messages.

Welcome and acknowledge all guests according to company standards, anticipate and address guest service needs, assist individuals with disabilities, and exceed all guest expectations.

QUALIFICATIONS

• Prior cash handling experience necessary.
• High School graduate or G.E.D. equivalent.
• 7th/8th grade math skills required.
• Ability to communicate effectively with the public and other employees.
• Read, write and speak English fluently.
• Open availability: Holidays, Nights, & Weekends. Availability for overnight shift is a plus.
• No employee will pose a direct threat to the health/safety of self or others.

PERFORMANCE STANDARDS

CUSTOMER SERVICE: Meet service quality standards that affect guest satisfaction; respond to guest questions or problems in a timely, professional manner.

WORK HABITS: Meet the hotel standards for work procedures, dress, grooming, attendance, and punctuality; report to work and return from breaks on time; give advance notice when absence is anticipated; require typical amount of supervision; accept work assignments without complaints.

PERSONAL DEVELOPMENT: Accept opportunities to learn new skills, improve performance or cross-train for other hotel positions; solve routine problems that occur on the job; ask questions when not sure how to complete something; learn new skills as quickly as most others in the same job.

SAFETY AND SECURITY: Be alert to hazards and responsible in carrying out hotel’s safety, security, and emergency procedures; suggest ways to improve safety conditions that reduce or prevent accidents and injuries; participate on safety committee or other special projects for safety; actively seek and report potential security risks or hazardous conditions.

FRONT DESK OPERATIONS: Follow the hotel’s recommended guest arrival and departure procedures; understanding of computer-based front desk systems is sufficient to perform the primary responsibilities of the job; answer guests’ questions about the hotel services and amenities.

RETAIL SERVICES: Stock according to standards; know what items are available to guests; effectively handles guest transactions and/or questions; personally demonstrate effective sales skills.

ESSENTIAL FUNCTIONS

• Answer guest questions and offer information and assistance.
• Answer telephones.
• Check guests in and out.
• Communicate with other departments to fulfill guest needs.
• Maintain work area neat and organized.
• Maintain keys in secure area.
• Report all unsafe conditions immediately.
• Update information in the computer systems as needed (i.e., post charges).
• Complete other duties as assigned by supervisor to include cross training.
• Attend all mandatory meetings.
• Follow checklist for required duties and timelines.
• Process personal and traveler’s checks, handle safe deposit boxes.
• Read, pass on log and communicate with previous shift.
• Run reports and complete them, i.e., high balance, cash basis, etc.
• Other duties as assigned by Supervisor.