Front Desk Agent

New Castle Hotel•Missoula, MT

5d•Onsite

About The Position

The Front Desk Agent is responsible for approaching all encounters with guests and employees in a friendly, service-oriented manner. They must maintain regular attendance as required by scheduling, which will vary according to the needs of the hotel. Maintaining high standards of personal appearance and grooming, as defined in the hotel handbook, is essential. The agent must comply at all times with New Castle standards and regulations to encourage safe and efficient hotel operations. Key duties include checking guests in and out, confirming credit and payment methods, logging requests, preparing express checkouts, managing PMS inventory and rates, booking reservations, balancing paperwork, maintaining guest programs, handling calls, taking messages, staying updated on hotel events, providing information, knowing emergency procedures, performing bucket checks, knowing VIP procedures, running copies, charging guests for services, running daily reports, reviewing policy changes, distributing faxes/packages/mail, stocking and cleaning the workspace, distributing billing reports, communicating with Housekeeping, and keeping supervisors informed of challenges.

Requirements

High School diploma or equivalent required
Previous customer service experience strongly preferred
Computer, Credit Card Authorization machine, projector, copier, scanner, other office equipment, telephone, two-way radio
Ability to work in Excel, Word and various other software programs
Ability to work under variable temperatures and noise levels
Indoors
Around dust and or mite hazards
Long hours sometimes required
Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently and constantly to lift, carry, push, pull, or otherwise move objects
Ability to work under variable temperatures and noise levels
Near Vision - The ability to see details at close range
Ability to bend, stretch, twist or reach with your body and arms
Must be able to stand and/or walk for lengthy periods of time
Oral and Written Comprehension and Expression - Must be able to convey & understand information and ideas in English
Must be able to evaluate and select among alternative courses of action quickly and accurately
Must be effective in 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 multiple 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 co-workers and guests
Mathematical Reasoning - Must be able to work with and understand financial information and data, and basic arithmetic functions

Nice To Haves

Experience in a hotel or a related field preferred
College course work in related field helpful
Multi-lingual skills helpful

Responsibilities

Approach all encounters with guests and employees in a friendly, service-oriented manner
Maintain regular attendance, as required by scheduling which will vary according to the needs of the hotel
Maintain high standards of personal appearance and grooming, as defined in the hotel handbook, when working
Comply at all times with New Castle standards and regulations to encourage safe and efficient hotel operations
Positively interact with hotel guests
Check guests into or out of the hotel
Confirm credit and payment method at check in
Confirm full payment at check out
Log all requests and confirm completion
Direct guests to daily functions within the hotel
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 paperwork for closing shift
Balance bank daily
Maintain and market special guest programs
Handle incoming/outgoing calls
Take and deliver messages
Be familiar with guest privacy
Stay up to date with Events and Functions
Provide information about hotel
Know emergency procedures
Perform bucket checks
Know VIP procedures
Run copies and charge guests as needed
Charge guests accordingly such as pet fees, early departures, ETC.
Run daily arrival report and mark registration cards for special requests
Review changes in Policy and Procedure
Distribute faxes, packages, and mail to guest services for delivery, or inform guest of receipt
Stock and clean workspace for next shift
Distribute billing reports to hotel outlets
Prepare key check inventory
Communicate with Housekeeping for future arrivals
Keep immediate supervisors fully informed of all challenges or matters requiring his/her attention
Other duties as required
Participate in all departmental meetings

Benefits

Holiday pay at time and a half for hours worked on recognized company holidays
Bereavement leave and pay for the loss of an immediate family member
401(k) with company matching
$600 employee referral bonus program
Medical insurance with virtual visit options
HSA, FSA, and DCSA accounts
Dental and vision coverage
Life insurance and AD&D
Voluntary Short-Term and Long-Term Disability (VSTD/VLTD)
Nationwide Pet Insurance
ID Watchdog Identity Theft Protection
Employee Assistance Program (EAP)
Licensed therapists and mental health support
Legal consultations and financial expert guidance
Resources for childcare, pet care, home repair, and moving services
A library of articles, podcasts, videos, and more - available anytime
6 company holidays: New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and Christmas Day.
Holiday Pay: Full-time and part-time employees who work a recognized holiday earn time and a half.
Full-time employees not scheduled to work a holiday receive 8 hours of holiday pay at their regular rate.
Birthday Floating Holiday: Full-time employees receive a floating holiday to celebrate their birthday, to be used within their birthday month.
PTO: Accrual begins on your first day of employment and becomes available for use after completing your 90-day introductory period. PTO accrues at a rate of 0.0385 hours per hour worked, up to a maximum of 80 hours (10 days) per year.
Sick Time: After completing the 90-day introductory period, full-time employees accrue sick time at 1 hour for every 30 hours worked, up to a maximum of 40 hours.
FMLA: Available to full-time employees who meet federal eligibility requirements.
Jury Duty: Full-time employees who have completed their introductory period will receive the difference between their regular rate of pay and jury duty pay, based on their normal scheduled hours - up to 8 hours per day and 40 hours per week for each day of jury service.
Bereavement Leave: Full-time and part-time employees who have completed their introductory period and experience the loss of an immediate family member will be granted paid time off for the time actually lost from their regularly scheduled shifts.
401(k) Retirement Plan: All employees are automatically enrolled in our 401(k) plan at a 3% upon completing their 90-day introductory period. The company provides matching contributions.
$600 Employee Referral Bonus: Both you and the referred employee are eligible for the $600 referral bonus, available to full-time and part-time employees alike.