Front Desk Agent- Fairfield Inn Birmingham

RAM Hotels•Birmingham, AL

10d

About The Position

The Front Desk Agent, also referred to as a Guest Services Agent (GSA), checks guests in and out and provides courteous, professional service throughout their stay. The role represents the hotel at all stages of the guest experience, responds to guest needs and concerns, and promotes hotel services. Agents may also work in PBX and concierge capacities and must be flexible to perform other tasks as necessary or requested. The position involves handling reservations and registration, assigning rooms and accommodating special requests, verifying payment methods, maintaining guest and room information in the property management system (PMS), and coordinating with housekeeping and maintenance. Agents follow hotel procedures for credit, cash handling, guest accounts, room keys, safe deposit boxes, mail and messages, and reservation changes. They maintain the front desk area, communicate relevant information to hotel personnel, and follow safety and emergency procedures. Candidates must be able to work a flexible schedule that may include evenings, weekends, and holidays, and may be moved between shifts to meet business needs. The job requires strong customer service, communication, multitasking, and composure under pressure. Physical requirements include standing, sitting, walking, and repetitive movements, as well as occasional lifting and carrying of up to 40 pounds. The property is smoke-free. Employment may be contingent on achieving at least an 80% score on the hotel’s reservations-system test after training.

Requirements

Excellent customer-service skills and effective written and oral communication skills.
Ability to use computers and facsimile machines; proficiency in Microsoft Word, Excel, PowerPoint, data entry, and database management systems.
Ability to multitask and handle stressful situations while remaining composed, positive, and focused.
Flexibility to work evenings, weekends, and holidays, and to move between shifts or work in different capacities as business needs require.
At least a high school diploma or GED.
Background screening for previous criminal history.
Employment may be contingent on scoring at least 80% on the hotel’s reservations-system (PMS) test after training.
Ability to speak in guests’ preferred language is listed as a strength.
Physical ability to stand, sit, and walk for more than four hours; perform finger dexterity, grasping, writing, repetitive motions, hearing, and visual tasks; and occasionally lift and carry up to 40 pounds.

Nice To Haves

Preferably one year of experience in customer service, hotel, food and beverage, restaurant, administrative, human resources, legal, educational, training, financial, or business-related work.
Front office, PBX, and concierge experience preferred.
Hotel experience, including proper telephone etiquette.

Responsibilities

Check guests in and out and provide courteous, professional service.
Engage guests, recognize them, anticipate their needs, and promptly resolve issues.
Serve as a concierge by making restaurant reservations, providing directions, and recommending local attractions.
Determine reservation status and length of stay; assist guests with registration and assign rooms, accommodating special requests when possible.
Verify payment methods and follow established credit-checking procedures.
Enter guest and room information in the PMS and communicate it to appropriate hotel personnel.
Coordinate room-status updates and guest requests with housekeeping, including check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
Coordinate guestroom maintenance work with engineering and maintenance personnel.
Use suggestive selling techniques to sell rooms and promote hotel services; present options and assist guests with choices.
Know room locations, room types, rates, property activities, and services.
Assist with pre-registration and room blocking; take same-day and future reservations as needed and follow cancellation procedures.
Generate secure room cards and use front-office equipment.
Thoroughly follow credit, check-cashing, cash-handling, and safe-deposit-box procedures.
Post Suite Shop purchases and file charges to guest, master, and city ledger accounts.
Handle mail, packages, and messages according to procedures.
Read and initial the pass-on log and bulletin board daily; stay aware of hotel activities and meetings.
Report unusual occurrences or requests to the manager or assistant manager.
Follow safety, emergency, and accident-prevention procedures.
Maintain a clean and neat front desk area.
Wear the hotel GSA uniform in compliance with hotel standards.
Be flexible about performing other tasks and working in different capacities, including PBX, concierge, and front desk.