Front Desk Agent

SUMMARY:

The purpose of the front desk agent is to greet and serve guests in a professional, gracious manner,register guests, provide prompt and courteous service to the guest throughout their stay, resolve guest problems, close guest accounts upon check out and offer a fond farewell to guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned.

Greet guests immediately with a friendly, sincere welcome. Maintain eye contact with guest.

Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action.

Maintain and provide accurate information on and promote hotel facilities.

Comply with all accounting procedures.

Maintain effective communication within Front Office and related departments, and with all resort departments. Stay aware of issues relating to front office and general hotel operations. Attend meetings as scheduled. Apprise management of any concerns or suggestions.

Adhere to safety, security and emergency procedures, react appropriately during emergency situations, and act promptly to correct hazards. Adhere to security procedures on the handling of guest room keys, the protection of guest related information and conduct weekly inventory of guest room keys.

Understand and operate front office telephone, computer systems, and equipment, facsimile machines, etc.

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Analytical
- Synthesizes complex or diverse information;
Collects and researches data;
Uses intuition and experience to complement data;
Designs work flows and procedures.

Design
- Generates creative solutions;
Translates concepts and information into images;
Uses feedback to modify designs;
Applies design principles;
Demonstrates attention to detail.

Problem Solving
- Identifies and resolves problems in a timely manner;
Gathers and analyzes information skillfully;
Develops alternative solutions;
Works well in group problem solving situations;
Uses reason even when dealing with emotional topics.

Project Management
- Develops project plans;
Coordinates projects;
Communicates changes and progress;
Completes projects on time and budget;
Manages project team activities.

Technical Skills
- Assesses own strengths and weaknesses;
Pursues training and development opportunities;
Strives to continuously build knowledge and skills;
Shares expertise with others.

Customer Service
- Manages difficult or emotional customer situations;
Responds promptly to customer needs;
Solicits customer feedback to improve service;
Responds to requests for service and assistance;
Meets commitments.

Interpersonal Skills
- Focuses on solving conflict, not blaming;
Maintains confidentiality;
Listens to others without interrupting;
Keeps emotions under control;
Remains open to others' ideas and tries new things.

Oral Communication
- Speaks clearly and persuasively in positive or negative situations;
Listens and gets clarification;
Responds well to questions;
Demonstrates group presentation skills;
Participates in meetings.

Written Communication
- Writes clearly and informatively;
Edits work for spelling and grammar;
Varies writing style to meet needs;
Presents numerical data effectively;
Able to read and interpret written information.

Teamwork
- Balances team and individual responsibilities;
Exhibits objectivity and openness to others' views;
Gives and welcomes feedback;
Contributes to building a positive team spirit;
Puts success of team above own interests;
Able to build morale and group commitments to goals and objectives;
Supports everyone's efforts to succeed.

Visionary Leadership
- Displays passion and optimism;
Inspires respect and trust;
Mobilizes others to fulfill the vision;
Provides vision and inspiration to peers and subordinates.

Change Management
- Develops workable implementation plans;
Communicates changes effectively;
Builds commitment and overcomes resistance;
Prepares and supports those affected by change;
Monitors transition and evaluates results.

Delegation
- Delegates work assignments;
Matches the responsibility to the person;
Gives authority to work independently;
Sets expectations and monitors delegated activities;
Provides recognition for results.

Leadership
- Exhibits confidence in self and others;
Inspires and motivates others to perform well;
Effectively influences actions and opinions of others;
Accepts feedback from others;
Gives appropriate recognition to others.

Managing People
- Includes staff in planning, decision-making, facilitating and process improvement;
Takes responsibility for subordinates' activities;
Makes self available to staff;
Provides regular performance feedback;
Develops subordinates' skills and encourages growth;
Solicits and applies customer feedback (internal and external);
Fosters quality focus in others;
Improves processes, products and services.;
Continually works to improve…