Front Desk Agent

DRIFTWOOD HOSPITALITY MANAGEMENT•Appleton, WI

42d•$16 - $0•Onsite

About The Position

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, as well as ensuring the guest has an exceptional stay, to meet hotel’s high standards of quality. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week. Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to understand requests, responds with appropriate action and provides accurate information such as outlet hours and local attractions. Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys, certificates, and coupons as appropriate. Handles cash; makes change and balances as assigned house bank. Accepts and records vouchers, travelers’ checks, and other forms of payment. Posts charges to guest rooms and house accounts using the computer. Promptly answers the telephone using positive and clear English communication. Inputs messages into the computer. Retrieves messages and communicates the content to the guest. Retrieves mail, small packages and facsimiles for customers as requested. Closes guest accounts at the time of check out and ensures guest’s satisfaction. In the event of dissatisfaction, researches and attempts to resolve problem within established guidelines, may include turning problem over to a supervisor. Fields guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating and air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgment and discretion. Keeps the corridors and service area neat at all times. Adheres to all company policies and procedures. Follows safety and security procedures and rules. Knows department fire prevention and emergency procedures. Utilizes protective equipment. Reports unsafe conditions to supervisor/manager. Reports accidents, injuries, near-misses, property damage or loss to supervisor. Provides for a safe work environment by following all safety and security procedures and rules. All team members must maintain a neat, clean and well groomed appearance. (Specific standards outlined in team member handbook). Assists other Front Desk Personnel when need. Performs any related duties as requested by supervisor/manager.

Requirements

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
Ability to read, listens, and communicates effectively in English, both verbally and in writing.
Ability to access and accurately input 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 and continuously performs essential job functions.
Stand 95% of shift.
Lifting up to 25 pounds maximum.
Occasional twisting, bending, stooping, reaching, standing, walking.
Frequent talking, hearing, seeing and smiling.

Nice To Haves

PEP experience a plus
High school diploma preferred.
Prior hospitality experience preferred, but not required.
Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.

Responsibilities

Greets and registers guests.
Provides prompt and courteous service.
Closes out guest accounts upon completion of stay.
Ensures the guest has an exceptional stay.
Completes the registration process by inputting and retrieving information from a computer system.
Confirms pertinent information including number of guests and room rate.
Makes appropriate selection of rooms based on guest needs.
Codes electronic keys, certificates, and coupons as appropriate.
Verifies and imprints credit cards for authorization using electronic acceptance methods.
Handles cash; makes change and balances as assigned house bank.
Accepts and records vouchers, travelers’ checks, and other forms of payment.
Posts charges to guest rooms and house accounts using the computer.
Answers the telephone using positive and clear English communication.
Inputs messages into the computer.
Retrieves messages and communicates the content to the guest.
Retrieves mail, small packages and facsimiles for customers as requested.
Closes guest accounts at the time of check out and ensures guest’s satisfaction.
Researches and attempts to resolve problems within established guidelines.
Fields guest complaints, conducting thorough research to develop the most effective solutions and resolve complications.
Listens and extends assistance in order to resolve problems.
Remains calm and alert especially during emergency situations and heavy hotel activity.
Plans and implements detailed steps by using experienced judgment and discretion.
Keeps the corridors and service area neat at all times.
Adheres to all company policies and procedures.
Follows safety and security procedures and rules.
Knows department fire prevention and emergency procedures.
Utilizes protective equipment.
Reports unsafe conditions to supervisor/manager.
Reports accidents, injuries, near-misses, property damage or loss to supervisor.
Provides for a safe work environment by following all safety and security procedures and rules.
Maintains a neat, clean and well groomed appearance.
Assists other Front Desk Personnel when need.
Performs any related duties as requested by supervisor/manager.