Front Desk Agent - FT

Hampton Inn Ft. Lauderdale Airport North Cruise Port•Fort Lauderdale, FL

6d•Onsite

About The Position

The Front Desk Agent greets and registers guests, provides prompt and courteous service, closes guest accounts at checkout, and helps ensure an exceptional stay that meets the hotel’s quality standards. The role involves guest communication, registration and payment processing, responding to requests and complaints, and maintaining a safe, clean, and orderly front office environment. The hotel operates 24 hours a day, seven days a week, so operational needs may require variations in shift days, start times, and weekly hours. The position requires continual standing and movement throughout front office areas, with standing for 95% of the shift. Driftwood Hospitality Management describes its culture as empowering associates to take initiative, be proactive, and contribute to property success through defined strategies and objectives.

Requirements

High school graduation or an equivalent combination of education, training, or experience that provides the required knowledge, skills, and abilities; a high school diploma is preferred.
Ability to use a calculator and accurately perform moderately complex mathematical calculations.
Ability to deal effectively with internal and external customers, including showing patience, tact, and diplomacy to defuse anger, gather accurate information, and help resolve conflicts.
Ability to read, listen, and communicate effectively in English, verbally and in writing.
Ability to access and accurately enter information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.
Ability to stand and move throughout front office areas and continuously perform essential job functions; standing for 95% of the shift.
Ability to lift up to 25 pounds.
Ability to occasionally twist, bend, stoop, reach, stand, and walk; frequent talking, hearing, seeing, and smiling.

Nice To Haves

Prior hospitality experience is preferred but not required.
High school diploma is preferred.

Responsibilities

Greet guests promptly with a friendly and sincere welcome, listen to requests, and provide accurate information about hotel services, outlet hours, and local attractions.
Complete guest registration by entering and retrieving information in the computer system, confirming guest counts and room rates, selecting appropriate rooms, and coding electronic keys, certificates, and coupons as needed.
Verify and imprint credit cards using electronic acceptance methods; handle cash, make change, balance the assigned house bank, and accept and record vouchers, travelers’ checks, and other payments.
Post charges to guest rooms and house accounts using the computer, and perform moderately complex arithmetic calculations accurately.
Answer telephone calls using clear, positive English communication; enter and retrieve messages and communicate them to guests.
Retrieve mail, small packages, and facsimiles for guests upon request.
Close guest accounts at checkout and ensure guest satisfaction; research and attempt to resolve dissatisfaction within established guidelines, referring issues to a supervisor when appropriate.
Investigate guest complaints and develop effective solutions, including addressing room-location changes, credit issues, price conflicts, and heating or air-conditioning problems.
Remain calm and alert during emergencies and periods of heavy hotel activity, and use judgment and discretion to plan and implement detailed steps.
Keep corridors and service areas neat, follow company policies and safety and security procedures, know fire-prevention and emergency procedures, use protective equipment, and report unsafe conditions, accidents, injuries, near-misses, property damage, or loss to a supervisor.
Maintain a neat, clean, and well-groomed appearance in accordance with team-member handbook standards.
Assist other Front Desk Personnel as needed and perform related duties requested by a supervisor or manager.