Front Desk Agent

Ethan Allen•Danbury, CT

13d•Onsite

About The Position

This is a full-time position that requires flexibility to step into whatever role is needed to deliver exceptional customer service. This may include taking on job responsibilities outside of this job description and may require assisting other departments in their regular functions. The role involves greeting guests, managing reservations, handling payments, and ensuring guest satisfaction through professional and hospitable service, adhering to the EA service culture standards. The position also requires maintaining lobby areas, handling guest messages and mail, and being knowledgeable about hotel services and events.

Requirements

Flexibility to step into whatever role is needed at the time in order to deliver exceptional customer service.
Ability to comply with all hotels policy and procedures.
Willingness to work weekends, holidays, and/or flexible hours
Ability to lift 30 lbs.
Ability to stand for 8 hrs length of time
Ability to bend frequently during a shift
Ability to work on a computer for 8 hours day.

Nice To Haves

Taking on job responsibilities outside of this job description
Assisting other departments in their regular functions

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
Have a thorough working knowledge of hotel property management system, Innquest
Verify customers' credit, and establish how the customer will pay for their bill
Keep records of room availability and guests' accounts using the specified computer system Innquest
Working knowledge of all rates, packages, and booking restrictions
Review the reservation transaction reports daily
Compute bills and collect payments from guests
Issue room keys and help guest get all of their luggage to their rooms
Have full knowledge of all parking options and charges, always offering luggage assistance
Monitor guest accounts and post charges
Review accounts and charges with guests during the check out process
Contact housekeeping or maintenance staff when guests report problems
Advise housekeeping staff when rooms have been vacated and are ready for cleaning
Keep in contact with housekeeping to keep accurate records of room status
Professionally handle guest complaints, solving problems, and follow up using EA service culture standards, apologize and emphasize with guests when responding complaints
Receive and expedite all guest messages, faxes, packages and mail received
Verify and update room rates
Make and confirm reservations over the phone and those submitted online
Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions
Record guest comments or complaints, referring customers to managers as necessary
Maintain the lobby and sitting area including ensuring the coffee, other beverages and snacks are replenished and maintained
Recording and setting wake up calls
Handle all lost and found inquiries efficiently and professionally, following proper guidelines
Deposit guests' valuables in hotel safes or safe-deposit boxes
Responsible for safekeeping and issuance of keys
Responsible for handling department banks
Date-stamp, sort, and rack incoming mail and messages
Attend weekly department meetings
Devise packages and other deals for the upcoming periods
Updating and maintaining the website- especially when it comes to special stay packages and deals
Be informed of all events taking place at the hotel on a daily basis
Yield Management implementation
Posting bills and charges to the accounts of small groups
Answer questions for guests both at the front desk and over the phone
Make special deliveries to guest rooms with gift baskets, champagne, and other special ordered food and beverage items
Know all safety and emergency procedures, including handling of emergency phone calls and what to do in an emergency situation
Keep log of all maintenance problems and inform houseperson of said problems
Responsible for emergency response and evacuation according to company emergency procedures manual