Front Desk Agent

LM SERVICES CORPORATION GROUP•Bridgeton, MO

125d•Onsite

About The Position

Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay. Provide information regarding hotel facilities and guest accommodations to meet LHM’s high standards of quality. The Hospitality business functions seven days a week, twenty-four hours a day. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules, weekends, holidays and overtime to reflect the business needs of the property. Associates may also be required to attend group and/or department meetings in addition to the work shift as necessary. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times. This job description is not an exclusive or exhaustive list of all job functions that an associate in this position may be asked to perform from time to time.

Requirements

Any combination of education and experience that provides the required knowledge, skills and abilities to perform the job.
Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Ability to stand for long periods of time.
Ability to read, listen and communicate effectively in English, both verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.
Maintain a neat, clean and well-groomed appearance.
Maintain a professional, neat, and well-groomed appearance.
Hair must be a natural color and well maintained.

Nice To Haves

Cross-training other staff or other areas as needed.

Responsibilities

Greet customers immediately with a friendly and sincere welcome.
Use a positive and clear speaking voice, address the guest by name, listen carefully to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
Complete the registration process by obtaining data from the guest and/or reservation print out.
Input information via computer or through a manual process.
Confirm pertinent information, including number of guests, room preference, special requests and departure date.
Confirm room rate visually, do not announce it.
Select room in accordance to the guest’s needs, i.e.: number of beds, smoking/non-smoking, ground floor, etc.
Provide folders containing room keys, non-verbally confirming the room number.
Complete reservation requests utilizing similar format as check in process.
Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, traveler’s checks, and other forms of payment.
Convert foreign currency at current posted rates.
Perform accurate, moderately complex arithmetic functions using a calculator.
Post charges to guest rooms and house accounts using the computer or manual system.
Promptly answer the telephone, within three rings at the front desk.
Use your name when answering, speak clearly and in a pleasant tone of voice.
Take and deliver accurate and timely guest messages, either manually or via the computer system.
Deliver mail, small packages and facsimiles for customers as requested.
Close guest accounts at time of check out and ask the guest how they enjoyed their stay.
In the event of dissatisfaction or dispute, negotiate compromise, which may include authorizing revenue allowances.
Remain calm and alert, especially during peak check in/check out times or during heavy hotel activity or in the event of an emergency.
Problem solve, resolve all customer issues.
Receive wakeup call requests from guests, repeat information including guest’s name, wake up time and room number back to caller as it is taken, accurately and expediently log or input information via a manual or computerized system.
When automated system not available, deliver wake up calls at the requested time, wishing the caller a good morning and providing the temperature.
Complete all other duties assigned by your supervisor or manager.
Operate fax machine to send, receive, and log incoming transmissions.
Notify guests of incoming faxes using the message function of the computer.
Use the photocopier to make copies of items as required.
Other duties as assigned by the supervisor such as: cross-training other staff or other areas as needed.
Report suspicious persons or activity to a supervisor immediately.