Front Desk Agent - Part Time

Spire Hospitality•Healdsburg, CA

1d•Onsite

About The Position

Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet high standards of quality. The Front Desk Agent will complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. They will promote marketing programs and make appropriate selections of rooms based on guest needs. This role also involves verifying and imprinting credit cards for authorization, handling cash, making change, and balancing an assigned house bank. The agent will accept and record various forms of payment, perform accurate arithmetic functions, and post charges to guest accounts. Additionally, they will answer telephones, input and retrieve messages, handle guest mail and packages, and close guest accounts at check-out, ascertaining satisfaction and resolving issues within established guidelines. The role requires fielding guest complaints, conducting research to find effective solutions, and remaining calm during emergency situations. The Front Desk Agent will also summon guest service personnel, provide safety deposit boxes, operate facsimile and photocopier machines, and file registration cards.

Requirements

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 levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
Ability to stand and move throughout the front office and continuously perform essential job functions.
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.

Nice To Haves

Ability to read, listen and communicate effectively in English, both verbally and in writing.

Responsibilities

Greet customers immediately with a friendly and sincere welcome.
Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
Promote marketing programs.
Make appropriate selection of rooms based on guest needs.
Code electronic keys.
Non-verbally confirm the room number and rate.
Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
Verify and imprint credit cards for authorization using electronic acceptance methods.
Handle cash make change and balance an assigned house bank.
Accept and record vouchers, travelers’ checks, and other forms of payment.
Perform accurate, moderately complex arithmetic functions using a calculator.
Post charges to guest room and House accounts using the computer.
Promptly answer the telephone using positive and clear English communication.
Input messages into the computer.
Retrieve messages and communicate the content to the guest.
Retrieve mail, small packages and facsimiles for customers as requested.
Close guest accounts at time of check out and ascertain satisfaction.
In the event of dissatisfaction, research and attempt to resolve problem within established guidelines; may include turning problem over to a supervisor.
Field guest complaints, conducting through research to develop the most effective solutions and resolve complications such as location changes or credit issues.
Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating, or air conditioning, etc.
Remain calm and alert especially during emergency situations and heavy hotel activity.
Plan and implement detailed steps by using experienced judgment and discretion.
Summon guest service personnel for assistance to escort guests to their rooms as appropriate.
Provide safety deposit boxes for guest by escorting them to the vault room, assisting the customer in opening the deposit box lock.
Operate facsimile 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.
File registration cards in room number order.
Retrieve registration cards from the files for each check out.
Other duties as assigned by the supervisor such as assisting PBX operators or reservations agents.