Front Desk Agent
About The Position
The Xperience Associate is responsible for establishing and maintaining guest services along with being responsible for the various tasks involved in the overall operation of the front office, including maximizing sales and controlling expenses of the front office. The Xperience Associate will also assume the Manager on Duty role in the absence of the Xperience Manager. The company's core values include Guest Satisfaction, Associate Satisfaction, Community, Transparency, Accountability, and Innovation. The role requires effective communication skills, a self-starter attitude, attention to detail, a pleasing personality, and the ability to be a good team player and listener. The ideal candidate will be well-groomed, professional, open with praise, discrete with criticism, innovative, creative, a problem solver, effectively use technology, be customer and client-focused, and able to work under pressure while maintaining composure.
Requirements
- High School Degree or Higher
- 6 months of hotel front desk experience
Nice To Haves
- Effective communication skills
- Self-starter
- Detail oriented
- Pleasing personality
- Good team player
- Good listener
- Well groomed and professional appearance
- Open with praise, discrete with criticism
- Innovative and creative
- Problem solver
- Effectively uses technology to accomplish hotels' goals and objectives
- Customer and client focused
- Ability to work under pressure/stress and maintain composure at all times
Responsibilities
- Be proficient on the use of office equipment and property management system
- Have a good understanding of all hotel operating procedures
- Enforce all existing and new policies and procedures with the front office and breakfast area staff
- Register and assign rooms to guests
- Respond to guest needs, requests and concerns
- Collect payment from guests
- Communicate pertinent guest information to designated departments
- Send end of the day activity and accomplishment email on a daily basis to the Xperience Manager and a copy to the Xperience Director
- Be proficient on the use of the property management system
- Have a good understanding of all hotel operating procedures, champion Standard Operating Procedures (SOPs)
- Enforce all existing new policies and procedures with the front office and breakfast area staff
- Register guests in and out per SOP's
- Process reservations by mail, telephone, fax and central reservation system referrals
- Have complete knowledge of room types and offered rate plans
- Fully understand the hotels' policy on guaranteed reservations and no-shows
- Process cancellations and modifications to reservations
- Be proficient on the use of all front office equipment such as credit card machine, copier and fax
- Constantly monitor front office communication logs
- Monitor appearance of all front desk, business center, vending and breakfast areas
- Inform the Xperience Manager of any unique situations or unusual developments in front office operations
- Handle guest complaints effectively
- Collaborate with Clean Team Manager regarding updated Room Status List to ensure Xperience Associate is aware of room statuses at designated times as outlined by SOP
- Solicit social media reviews from departing guests
- Direct and coordinate "Wine Hour" procedures (at applicable properties where Wine Hour program exists)
- Promote goodwill by being courteous, friendly and helpful to guests, managers and all other associates
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
