Guest Experience Front Desk Agent

Benefits:

Employee discounts

Competitive salary

Job Description - Customer Service/Front Desk

Job Title:

Front Desk Department:
Operations/Guest Services

Reports To:

Property General Manager FLSA Status:
Non-Exempt

Position Summary:

Provides guests with excellent customer service while being an active being an active member of an award-winning team! We are looking for someone who is interested in building upon or creating a long-term career in the hospitality industry. With room for career development and growth in a quickly advancing hotel management company, we welcome anyone who is eager to learn and has a knack for customer service!

Essential Duties and Responsibilities:

• Checks guests in and out of the hotel positively and professionally.
• Follows established protocols in the operation of the hotel.
• Maintains coffee bar and breakfast buffet in the morning.
• Operates washing and drying machines and folds laundry.
• Cleans public areas.
• Provides safety and security for the hotel and its guests.
• Will also act in a sales role to book rooms and events.
• Follows the hotel key control procedures at all times.
• Is familiar with the hotel emergency plan and is able to confidently partake in emergency training procedures.
• Observes guest and hotel confidentiality procedures.
• Uses the hotel safe lifting procedures.
• Reports all incidents and injuries to the appropriate supervisor.
• Wear uniform at all times while on duty.
• Ensures that there is a front desk staff member to attend to the hotel at all times.

Competencies:

To perform the job successfully, an individual should demonstrate the following.
• Adaptability
- Adapts to change in the work environment. Manages competing demands, Accepts criticism and feedback. Changes approach or method to best fit the situation.
• Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally.

Keeps others adequately informed. Selects and uses appropriate communication methods.
• Cooperation – Establishes and Maintains effective relationships. Exhibits tact and consideration. Displays positive outlook and pleasant manner. Helps and support to co-workers. Works cooperatively in group situations. Works actively to resolve conflict.
• Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
• Dependability - Commits to doing the best job possible. Follows instruction. Keeps commitments. Meets attendance and punctuality guidelines. Responds to requests for service and assistance. Takes responsibility for own actions.
• Problem Solving – Identifies problems in a timely manner. Gathers and analyses information skillfully. Develops alternative solutions. Resolves problems in early stages. Works well in group problem solving situations.

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. Education/

Experience:

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience. Language Ability:
Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Write routine reports and correspondence. Speak effectively before groups of customers or employees. Mathematical Ability:
Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Compute rate, ratio and percent, and 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.

Software

Skills:

Working knowledge of MS Office;…