Front Desk Agent

Royal Sonesta New Orleans, LA•New Orleans, LA

About The Position

The Front Desk Agent is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is support for the Operations Manager. The Front Desk Agent serves as the point person with regard to the Front Desk technology systems and in-house guest relations during their shift. The Front Desk Agent is first point of contact and therefore represents the brand as all guests enter the hotel. Principle duties and responsibilities (Essential Functions) include: Key Job Functions Greet, register, and assign rooms to guests Maintain adequate supplies at each front desk station Issue room key and provide instructions to Bellperson Maintain updated registration and key files at all times Answer inquiries pertaining to hotel services; registration of guests, and shopping, dining, entertainment, and travel directions Keeps records of room availability and guests' accounts Compute bills, and collect payments Makes and confirm reservations Posts charges such as room, parking, food, liquor or telephone to ensure collection of revenue Assist in reservations or PBX as needed Build solid relationship with your Colleagues Treat colleagues with respect and dignity Maintain outstanding interpersonal relations with guests and co-workers Contribute to building a positive team spirit Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description. Deliver Passionate & Engaging Service to our Guests You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations You will consistently deliver our GUEST model: Greet or welcome everyone, warmly with a smile Use eye and ear contact and guest’s name Establish/anticipate needs Solve and own all requests/complaints Thank everyone

Requirements

One year certificate from college or technical school, or three to six months related experience and/or training or equivalent combination of education and experience
Ability to read and comprehend simple instructions, short correspondence and memos
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
Track record of delivering exceptional guest or client experience
Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
Strong communication skills
Appropriate professional appearance and demeanor
The employee is regularly required to stand; walk and talk or hear.
The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms.
The employee is occasionally required to sit; climb or balance and stoop, kneel, crouch, or crawl.
The employee must regularly lift and /or move up to 50 pounds.
Specific vision abilities required by this job include close vision.

Nice To Haves

Knowledge of Opera and internet software preferred
Bi-Lingual communications skills a plus

Responsibilities

Greet, register, and assign rooms to guests
Maintain adequate supplies at each front desk station
Issue room key and provide instructions to Bellperson
Maintain updated registration and key files at all times
Answer inquiries pertaining to hotel services; registration of guests, and shopping, dining, entertainment, and travel directions
Keeps records of room availability and guests' accounts
Compute bills, and collect payments
Makes and confirm reservations
Posts charges such as room, parking, food, liquor or telephone to ensure collection of revenue
Assist in reservations or PBX as needed
Treat colleagues with respect and dignity
Maintain outstanding interpersonal relations with guests and co-workers
Contribute to building a positive team spirit