Hospitality Services Agent

JOB DESCRIPTION TITLE: Front Desk Agent

JOB REQUIREMENTS: Must be able to work in a rotating shift and on weekends and holidays.

GENERAL PURPOSE Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

ESSENTIAL DUTIES/RESPONSIBILITIES Greets and completes established check-in procedures for arriving guests daily, using both manual and computerized methods, to ensure guests are satisfied and in rooms as requested. Facilitates guest departure (check-out) daily by following established manual and computer procedures to close guest accounts and open the room for the next sell. Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records. Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue. Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone. Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls. Controls cash transactions at the front desk. Maintains a friendly, professional, and courteous demeanor at all times. A positive attitude is a must. Performs other duties as assigned, requested or deemed necessary by management.

OTHER DUTIES/RESPONSIBILITIES All Front Desk Agents will be required to work varied shifts, including overnights, weekends and holidays. Contributes and maintains established information and communications sources such as department and front desk log books in order to enhance department communications and operations. Also perform other duties and responsibilities as assigned, efficiently and in timely manner.

JOB QUALIFICATIONS Knowledge Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems. Must have experience in dealing directly with the public and acquired general knowledge of basic customer service skills. Must be fluent in oral and written English. Skills Must have vision ability to read written memos and monochrome/color computer screen. Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing. Abilities Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing. Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations. Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks. Education/Formal Training High School diploma or equivalent. Experience Customer Service experience preferred. Material/Equipment used Standard office equipment including, but not limited to telephone, copier, cash drawer, PC, fax machine and PBX console. Environment Prolonged standing indoors.

Job Type: Full-time

Pay: $ $14.00 per hour

Expected hours: 24 – 40 per week

Work Location: In person