Front Desk Associate

Job Summary The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Education & Experience College course work in related field helpful.

Experience in a hotel or a related field preferred.

High School diploma or equivalent required.

Computer experience required.

Customer Services experience preferred.

Physical Requirements Ability to kneel, crouch, squat, climb, stand, sit, balance, reach, bend, push, pull and walk for prolonged periods

Ability to type and/or edit data on a keyboard at 45 wpm for extended periods of time Ability to sit at a computer workstation for prolonged periods of time Ability to perform repetitive tasks with accuracy

Ability to lift, carry, pull and push up to 30 lbs Ability to work in varying temperatures.

May be exposed to mechanical, electrical, chemical and fume hazards

General Requirements Maintain a warm and friendly demeanor at all times.

Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

Must be able to multitask and prioritize departmental functions to meet deadlines.

Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

Attend all hotel required meetings and trainings.

Maintain regular attendance in compliance with Williams Investment Company standards, as required by scheduling, which will vary according to the needs of the hotel.

Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.

Comply with Williams Investment Company Standards and regulations to encourage safe and efficient hotel operations.

Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.

Must be able to cross-train in other hotel related areas.

Must be able to maintain confidentiality of information.

Must be able to show initiative, including anticipating guest or operational needs.

Ability to read, write and communicate effectively in English, both written and verbal

Perform other duties as requested by management.

Fundamental Requirements Greet and welcome all guests approaching the Front Desk.

Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.

Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.

Review Front Office log daily.

Answer inquires from guests regarding restaurants, transportation, entertainment, etc.

Follow all cash handling and credit  familiar with all in-house  aware of closed out and restricted dates. Obtain all necessary information when taking room reservations and follow the rate-quoting scenario. Be familiar with hospitality terminology.

Have knowledge of emergency procedures and assist as needed.

Handle check-ins and checkouts in a friendly, efficient and courteous manner.

Use proper two-way radio etiquette at all times when communicating with other employees.

Fully comprehend and be able to operate all relevant aspects of the Front Desk computer  able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.

Balance and prepare individual paperwork for closing of shift according to hotel standards.

Maintain and market promotions and guest programs.

Maintain a clean work area.
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