Hospitality Front Desk

Space Age Fuel Inc•Hermiston, OR

9h•$0 - $16•Onsite

About The Position

Front Desk agents are personally involved in the daily operations and success of this hotel. The main aspect of the job is to ensure the guest’s stay, from reservation to check-out, is as efficient and friendly as possible. We want to exceed our guest’s expectations and always go that extra mile to prove how important they are to our success. Responsibilities include assisting guests with the check-in and check-out process, being proficient in local area amenities (nearest restaurants, gas stations, banks/atms, post offices, shopping, etc), handling guests’ concerns immediately and requesting management assistance if necessary, having a detailed knowledge of the hotel amenities including all systems in the guest rooms (phone systems, internet use, movies, long distance phone calls, how to work the thermostat, etc), and ensuring, through their actions, the highest level of guest satisfaction possible. Front Desk agents must sell the value of our hotel and strive to earn the most reservations and room sales via phone and personal contact with potential guests.

Requirements

Excellent communication skills
A professional positive guest-oriented attitude
Ability to multitask efficiently
Ability to use a variety of computer applications
Cash handling experience
A presentable professional appearance
Flexibility with scheduling
Motivation to complete training
Ability to maintain easy conversation with the public
Great customer service skills
Ability to work in a busy environment and make judgment calls
Possess a clear speaking voice and fluency in English
Time management skills
Confidentiality, cheerfulness, friendliness, honesty, politeness, and tactfulness are important traits that are expected at all times.
Standing/walking
Answering the hotel phone lines and providing appropriate responses to callers
Computer/typing
People skills
Lifting up to a maximum of 50 pounds are required daily.

Nice To Haves

Being bi-lingual is desirable, but not a requirement of employment.

Responsibilities

Ensure all guests are greeted/acknowledge kindly and timely upon entering the front desk area.
Take reservations via phone or in person using the property management system. This requires procuring detailed guest information. Collect as much information about the guest in the reservation stage so that check in will be expedited.
Check guests in and out in an efficient and friendly manner. Be sure brand points are added to the reservation at check in.
Answer phones within three rings, route calls, and take messages in a professional and courteous manner.
Respond immediately and follow through answering guest inquiries, requests and concerns. Escalate concerns to management as necessary, but ensure communications are shared with all pertinent team members.
Offer information, assistance, and directions.
Communicate with other departments to fulfill guest’s needs, delivering exceptional guest service in every guest encounter.
Responsible for cash bank, daily paperwork, balancing cash, credit cards, and deposits at the end of every shift.
Update information in property management system.
Verify proper billing with guest, post necessary charges, adjustments, and payments.
Ensure all billing requirements in partner extranet systems are handled timely and correctly.
Coordinate and communicate all room moves, late check-outs, and stay-overs to appropriate team members.
Maintain a clear understanding of emergency procedures and where emergency information is located. The safety/security of our guests, team members and hotel is of utmost importance.
Ensure our guests’ personal and confidential information is protected.
Conduct shift bucket checks and verify information is accurate in the property management system.
Report to work at scheduled time in proper, clean uniform with nametag.
Inspect all equipment and furniture in your daily work area for any hazards to employees and guests; report all hazards immediately to management for repair.
Follow established standards, policies, and work procedures for the Front Desk.
Comply with at all times with franchise standards.
Stock gift shop, and do monthly inventory.
Coordinate with housekeeping and maintenance to ensure total guest satisfaction.
Arrange special services that are requested by guests.
Prevent loss/damage to hotel supplies and property.
Communicate and inform next shift of important facts and information, record any and all pertinent information in the Communication Log.
Ensure restaurant, area, and public transit maps are always available for our guests.
Light maintenance and custodial work is required as needed. This could include, but is not limited to, plunging toilets, changing light bulbs, spot mopping, dusting, and pool chemical checks.
Responsible for maintaining the appearance and organization of the lobby, common areas, and behind the front desk.
May be called upon to entirely turn over a room in order to re-sell in the event of a check out after housekeeping has left for the day.