Front Desk Agent

AccorHotel•Boston, MA

13d•$27

About The Position

The main function of the Front Desk Agent is to check guests into and out of the hotel. The front desk agent must maintain a welcoming attitude and welcome all service questions and requests. They must prepare daily reports. The Front Desk Agent is responsible for greeting, welcoming, and anticipating the guest needs within the Fairmont Copley Plaza standards. A Front Desk Agent is also responsible for maintaining the guest room account accurate to policies and procedures. This position requires AM, PM and overnight shifts.

Requirements

Experience in a hotel or related field preferred.
High school diploma required and college degree preferred.
Long hours sometimes may be required.
Ability to stand for 8 hour shift.
Light work – Exerting up to 20 pounds of force occasionally, and/or 10 pounds of force constantly to lift, carry, push, pull, or otherwise move objects.
Must be able to convey information and ideas clearly.
Must be able to evaluate and select among alternative courses of action quickly and accurately.
Must work well in stressful, high-pressure situations.
Must maintain composure and objectivity under pressure.
Must be effective at handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
Must have the ability to assimilate complex information, data, etc. from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.
Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests.
Must be able to work with and understand financial information and data, and basic arithmetic functions.
Must have strong communication skills.

Nice To Haves

Experience in a hotel or related field preferred.
High school diploma required and college degree preferred.

Responsibilities

Approach all encounters with guests and employees in a friendly, service-oriented manner.
Maintain regular attendance in compliance with Fairmont Standards, as required by scheduling which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag while working.
Comply at all times with Fairmont standards and regulations to encourage safe and efficient hotel operations.
Detailed review of arrivals.
Maintain organization.
Check guests into or out of the hotel.
Confirm credit and payment method at check in.
Confirm full payment at checkout.
Log all requests and confirm completion.
Document all guest issues using Fairmont platform.
Direct guests to daily functions within hotel.
Complete bucket check (night shift).
Prepare express checkouts to be mailed daily (day shift).
Review PMS inventory and House count for availability and rates.
Book reservations for day of arrival or future stays.
Balance and prepare individual paper work for closing of shift.
Balance bank daily.
Maintain and market special guest programs.
Prepare daily reports and distribute to appropriate departments
Relocate overbooked guests
Resolve guest complaints or otherwise follow up with manager.