Front Desk

Stonebridge Hospitality Associates•Rehoboth Beach, DE

1d•Onsite

About The Position

The Guest Service Agent is the primary contact for hotel guests throughout their stay and is responsible for efficiently and accurately checking guests in and out. The role operates the front desk in accordance with standard operating procedures and delivers exceptional guest service. Duties include using reservation, check-in, checkout, and credit card systems; maintaining guest and cash records; handling calls, messages, faxes, wake-up calls, and reservations; sharing information about hotel promotions, room rates, amenities, the building, and nearby services; coordinating room-status information with housekeeping; completing shift reports and audits; keeping the lobby and office clean; securing the front desk when unattended; documenting incidents; and resolving guest complaints. The position requires consistent attendance and punctuality, adherence to work and break periods, and compliance with appearance and dress-code standards. Other duties may be assigned by a supervisor. Reasonable accommodations may be made for qualified individuals with disabilities to perform the essential duties. The work is indoors, may involve exposure to cleaning chemicals, and has minimal to moderate noise typical of a hotel environment. The role involves standing for more than two-thirds of the time, walking and sitting each for less than one-third, lifting up to 15 pounds, and pushing or pulling up to 10 pounds.

Requirements

One year of college or technical-school certificate; or three to six months of related experience and/or training; or an equivalent combination of education and experience.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Fluent spoken English.
Ability to interpret and perform basic computer and POS system functions.
Demonstrated accuracy, thoroughness, and attention to the quality of work.
Ability to meet or exceed productivity standards and produce an adequate volume of work efficiently.
Customer-service skills, including responding to service requests, providing high-quality service to internal and external customers, and soliciting feedback to improve service.
Initiative, including asking for and offering help when needed and involving appropriate people in decision-making.
Accountability, including taking responsibility for actions, working independently with little or no supervision, and following through on tasks.

Responsibilities

Operate the front desk according to standard operating procedures and provide exceptional guest service.
Accurately operate the reservation, check-in, checkout, and credit card systems while following safety and security procedures.
Review registration (folio) cards for completeness, accuracy, and legibility.
Maintain an accurate cash sheet and balance the cash drawer.
Operate the switchboard and distribute calls as required by the shift.
Accurately take guest messages and faxes, record the date and time, repeat messages to callers to verify accuracy, and use the message light to notify guests.
Know emergency procedures and how to respond; never say a guest’s room number aloud.
Know hotel promotions, room rates, room amenities, the building’s physical layout, and the locations of nearby shopping, convenience stores, and gas stations.
Complete daily reports, audits, and correspondence as required by the shift.
Keep the lobby and office area clean.
Set wake-up calls as dictated by the shift.
Prepare room-status sheets for housekeeping and update housekeeping about rooms available to clean as guests check out or leave for the day.
Validate and accept credit cards according to validity and acceptability requirements.
Lock and secure the front desk area whenever leaving it, even briefly.
Create incident reports for guest injuries or issues when required.
Answer all calls within three rings and use the required scripted manner.
Take and record reservations accurately and confirm them as requested.
Resolve guest complaints.
Maintain regular attendance, punctuality, and compliance with prescribed work, break, and meal periods.
Maintain high standards of personal appearance and grooming, including compliance with the dress code.
Perform other duties as requested by a supervisor.
Observe safety and security procedures and promote a safe work environment.