Front Desk Agent

*Guest Service Agent * *Purpose:* 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.
Providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy.
*Responsibilities: * * 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 Athena Hospitality standards as required by scheduling which will vary according to the needs of the hotel.
* Always comply with Athena Hospitality policies standards and regulations to encourage safe and efficient hotel operations.
* Greet and welcome all guests approaching the Front Desk in accordance with Athena Hospitality standards; always maintain a friendly and warm demeanor.
* Maintain proper operation of the telephone switchboard and ensure that all Athena Hospitality performance standards are met.
* Handle requests for information mail and messages in an efficient and courteous manner.
* Answer guest inquiries about hotel service facilities and hours of operation.
* Answer inquiries from guests regarding restaurants transportation entertainment etc.
* Establish and maintain good communications and teamwork 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 Athena Hospitality 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.
* Always use proper two-way radio etiquette when communicating with other associates.
* 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 * Be fully familiar with the brand frequency program, level, and awards.
*Qualifications: * * 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 * Must be willing and able to work a varied schedule that may include evenings nights weekends and holidays * 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 Job Settings and Physical Demands: To perform the job successfully, the candidate must be able to stand and walk 90% of their workday.
Lifting and carrying up to 45 lbs.
may be necessary at times and bending and stooping are required.
Job is performed indoors in well ventilated area.
*Disclaimer* This job description indicates in general the nature and levels of work, knowledge, skills, abilities, and other essential functions (as covered under the Americans with Disabilities Act) expected of people assigned to this position.
It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.
All employees may be required to perform activities outside of their normal job responsibilities from time to time as needed.
EOE - All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability, or veteran status.
Job Type: Full-time Schedule: * Day shift * Holidays * Night shift * Weekends as needed Work setting: * In-person Education: * High school or equivalent (Required) Experience: * Hotel: 1 year (Preferred) * Hospitality: 1 year (Preferred) Language: * English (Required) Work Location: In person