Front Desk Agent - Metropolitan Hotel

Front Desk Agent

Division
:
Rooms

Department
:
Guest Services

Reports To
:
Front Office Supervisors, Front Office Manager

FLSA Status
:
Non-Exempt

Summary
:
Represents the hotel to the guests and ensures the highest level of customer service by performing the following duties.

• Greets and assists all guests during arrival and departure.
• Provides courteous guest services by responding promptly and efficiently to inquiries, requests, and complaints.
• Processes all reservations and cancellation requests in a timely manner.
• Maximizes room revenue and occupancy levels through suggestive selling techniques.
• Handles the department's accounting of money, receipts, guest accounts, and other forms of credit, and operates the department's cash register.
• Maintains information and communication sources such as room inventory, telephone information, log book, hotel directories, and operates switchboard to handle customer inquiries, wakeup calls, and the paging of guests.
• Maintains order and cleanliness of front desk and back office to present a pleasant and professional image to guests.
• Provides assistance to other departments of the hotel to contribute to its smooth operation.

Qualifications
:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Language Ability:
  Ability to read and interpret documents, write routine reports and correspondence, and speak effectively before groups of customers or employees.
• Math Ability:
  Ability to add, subtract, multiply, and divide in all units of measure; use whole numbers, common fractions, and decimals; compute rate, ratio, and percent; draw and interpret bar graphs.
• Reasoning Ability:
  Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; deal with problems involving several concrete variables in standardized situations.
• Computer
  
  Skills:
  
  Knowledge of word processing software and internet software.

High school diploma or general education degree (GED); and one year related experience and/or training; or equivalent combination of education and experience.

• Customer/client focused
• Stress management and composure skills
• Ability to act thoroughly

Regularly required to stand, use hands, talk or hear, walk; occasionally required to sit, reach with hands and arms, climb, balance, stoop, kneel, crouch or crawl, and taste or smell. Occasionally lift and/or move up to 20 pounds. Specific vision abilities required: close vision, distance vision, peripheral vision, depth perception, ability to adjust focus, and ability to see color.

Occasionally exposed to toxic or caustic chemicals, outdoor weather conditions, risk of electrical shock, and vibration. Noise level is usually moderate.