Front Desk Agent - Part Time / $20 per hr

Ethan Allen Global Inc•Danbury, CT

5d•Onsite

About The Position

The Front Desk Agent is responsible for greeting and welcoming guests, managing reservations, processing check-ins and check-outs, and ensuring a positive guest experience. This role requires a thorough understanding of the hotel's property management system, Innquest, and a commitment to upholding the EA service culture standards. The agent will handle guest inquiries, complaints, and requests, maintain lobby appearance, and assist with various hotel operations to ensure smooth functioning.

Requirements

Flexibility to step into whatever role is needed to deliver exceptional customer service, potentially including responsibilities outside this job description and assisting other departments
Ability to comply with all hotel policies and procedures
Willingness to work weekends, holidays, and/or flexible hours
Ability to lift 30 lbs
Ability to stand for 8 hours
Ability to bend frequently during a shift
Ability to work on a computer for 8 hours a day

Responsibilities

Answer the phone and operate the telephone switchboard
Greet and welcome all guests in a professional and hospitable manner
Register guests and assign them a guest room
Operate the hotel property management system, Innquest
Verify customers' credit and establish payment methods
Keep records of room availability and guests' accounts using Innquest
Maintain knowledge of all rates, packages, and booking restrictions
Review reservation transaction reports daily
Compute bills and collect payments from guests
Issue room keys and assist guests with luggage
Provide information on parking options and charges, offering luggage assistance
Monitor guest accounts and post charges
Review accounts and charges with guests during check-out
Contact housekeeping or maintenance for guest issues
Inform housekeeping staff when rooms are vacated and ready for cleaning
Maintain accurate room status records in coordination with housekeeping
Handle guest complaints professionally, solving problems and following up using EA service culture standards
Receive and expedite guest messages, faxes, packages, and mail
Verify and update room rates
Make and confirm reservations via phone and online
Answer inquiries about hotel services, registration, and local attractions
Record guest comments or complaints, referring to managers as necessary
Maintain the lobby and sitting area, including replenishing beverages and snacks
Record and set wake-up calls
Handle lost and found inquiries efficiently and professionally
Deposit guests' valuables in hotel safes
Manage the safekeeping and issuance of keys
Handle department banks
Sort and rack incoming mail and messages
Attend weekly department meetings
Devise packages and deals for upcoming periods
Update and maintain the website, especially regarding special packages and deals
Stay informed about daily hotel events
Implement Yield Management strategies
Post bills and charges for small groups
Answer guest questions at the front desk and over the phone
Deliver special items to guest rooms
Know all safety and emergency procedures
Keep a log of maintenance problems and inform houseperson
Responsible for emergency response and evacuation according to company procedures