Front Desk Agent - Part Time / $20.00 per hour

Ethan Allen Global Inc•Danbury, CT

9d•Onsite

About The Position

The Front Desk Agent is responsible for greeting and welcoming guests, registering them, assigning rooms, and managing guest accounts. This role requires a thorough knowledge of the hotel's property management system (Opera), rates, packages, and booking restrictions. The agent will handle guest inquiries, reservations, billing, and payments, while also ensuring guest satisfaction by addressing complaints and problems professionally. Additionally, the role involves maintaining the lobby area, handling lost and found items, managing keys and department banks, and assisting with special deliveries and events. A key aspect of this position is understanding and implementing yield management strategies and knowing all safety and emergency procedures.

Requirements

Flexibility to step into whatever role is needed at the time in order to deliver exceptional customer service. This may include taking on job responsibilities outside of this job description and may require assisting other departments in their regular functions.
Ability to comply with all hotels policy and procedures.
Willingness to work weekends, holidays, and/or flexible hours
Ability to lift 30 lbs.
Ability to stand for 8 hrs length of time
Ability to bend frequently during a shift
Ability to work on a computer for 8 hours day.
Thorough working knowledge of hotel property management system, Opera
Working knowledge of all rates, packages, and booking restrictions

Responsibilities

Answer the phone and operate the telephone switchboard
Greet and welcome all guests in a professional and hospitable manner
Register guests and assign them a guest room
Keep records of room availability and guests' accounts using the specified computer system Opera
Compute bills and collect payments from guests
Issue room keys and help guest get all of their luggage to their rooms
Monitor guest accounts and post charges
Review accounts and charges with guests during the check out process
Contact housekeeping or maintenance staff when guests report problems
Advise housekeeping staff when rooms have been vacated and are ready for cleaning
Keep in contact with housekeeping to keep accurate records of room status
Professionally handle guest complaints, solving problems, and follow up using EA service culture standards, apologize and emphasize with guests when responding complaints
Receive and expedite all guest messages, faxes, packages and mail received
Verify and update room rates
Make and confirm reservations over the phone and those submitted online
Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions
Record guest comments or complaints, referring customers to managers as necessary
Maintain the lobby and sitting area including ensuring the coffee, other beverages and snacks are replenished and maintained
Recording and setting wake up calls
Handle all lost and found inquiries efficiently and professionally, following proper guidelines
Deposit guests' valuables in hotel safes or safe-deposit boxes
Responsible for safekeeping and issuance of keys
Responsible for handling department banks
Date-stamp, sort, and rack incoming mail and messages
Attend weekly department meetings
Devise packages and other deals for the upcoming periods
Updating and maintaining the website- especially when it comes to special stay packages and deals
Be informed of all events taking place at the hotel on a daily basis
Yield Management implementation
Posting bills and charges to the accounts of small groups
Answer questions for guests both at the front desk and over the phone
Make special deliveries to guest rooms with gift baskets, champagne, and other special ordered food and beverage items
Know all safety and emergency procedures, including handling of emergency phone calls and what to do in an emergency situation
Keep log of all maintenance problems and inform houseperson of said problems
Responsible for emergency response and evacuation according to company emergency procedures manual