Front Desk Agent (Franchise)

The Role

Shift hours: 7am-3pm OR 3pm-11pm (flexibility needed), Any time Monday - Sunday

We are looking for a Hotel Front Desk Agent to serve as our guests’ first point of contact and manage aspects of their accommodation. Hotel Front Desk Agent responsibilities include registering guests, managing reservations and providing information about rooms, rates and amenities. If you have a knack for customer service and work experience in the hotel industry, we’d like to meet you. Ultimately, you will help create a pleasant and memorable stay for our guests.

What you'll do

• Approach all encounters with guests and associates in a friendly service oriented manner.
• Maintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working (per brand standards).
• Maintain regular attendance in compliance with management standards
• Comply at all times with hotel policies standards and regulations to encourage safe and efficient hotel operations
• Greet and welcome all guests approaching the Front Desk in accordance with hotel standards; maintain a friendly and warm demeanor at all times.
• Maintain proper operation of the telephone switchboard and ensure that all performance standards are met.
• Handle requests for information mail and messages in an efficient and courteous manner.
• Answer guest inquires about hotel service facilities and hours of operation.
• Answer inquiries from guests regarding restaurants transportation entertainment etc. Establish and maintain good communications and team work with fellow associates and other departments within the hotel.
• Be aware of all rates packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow rate quoting scenario.
• Be familiar with all hotel policies and house rules as well as hospitality terminology.
• Have knowledge of and assist in emergency procedures as required.
• Handle check-ins and check-outs in a friendly efficient and courteous manner.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk -computer system.
• Ensure logging and delivery of packages mail and messages as needed to guests and meeting rooms.
• As needed deliver guest items such as luggage newspapers messages packages amenities or other items requested by guests or team members
• Maintain an up to date working knowledge of all property amenities as well as any special events local area attractions and things to do around the hotel.
• Perform other duties as assigned which may include but is not limited to the following: helping coworkers in other areas of the hotel maintaining a clean and organized work area and overall cleanliness and safety throughout the hotel and grounds

You'll be successful if you have

• Demonstrated ability to work under pressure
• Have a positive attitude in guest-facing situations
• Use proper etiquette at all times when communicating with other associates

Required Qualifications/Experience

• High School diploma or equivalent required; College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Demonstrate the ability to multi-task be detail-oriented and be able to problem solve in order to effectively deal with internal and external customers.
• 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 be effective at listening to understanding and clarifying the issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data and basic arithmetic functions.
• Ability to perform numerical operations using basic counting adding subtracting multiplying and dividing
• Ability to read comprehend and write simple instructions and/or short correspondence and memos
• Ability to use logic to define the problem collect information establish facts draw valid conclusions interpret information and deal with abstract variables for unique or unfamiliar situations
• An operational knowledge of Microsoft Office suite
• Must be willing and have the ability to work a varied schedule that may include evenings nights weekends and holidays. Shift times include 7am-3pm and 3pm-11pm.
• Holds an understanding of hotel products and guest services (i.e. lifestyle full service resort etc)
• Ability to participate in the creation of an enjoyable work environment