Front Desk Agent

• Actively welcome, greet, and check guests in
• Inform guests with a savvy knowledge of the hotel, its services, the city, and local ‘happenings’
• Ensure all requests are dealt with accurately and they receive the appropriate service, attention, and follow up
• Differentiate between guest types and handle them in the appropriate manner
• Follow up on all arrivals using the prescribed procedure
• Deal with all guest requests, accidents, and/or thefts promptly
• Update and maintain the reception handover book
• Ensure guest privacy and security
• Ensure the correct procedure and policy standards are adhered to
• Ensure all necessary supplies are available for the front desk
• Complete the appropriate reports and audits during the overnight shift
• Comply with hotel credit policy
• Encourage up-selling in order to maximize rates
• Ensure work areas are cleaned and maintained at all times
• Communicate effectively, both verbally and in writing, to provide clear direction
• Remain calm and alert, especially during emergencies and/or heavy restaurant activity
• Make decisions and take actions based on previous experience and good judgment
• Ensure constant compliance with all necessary operational policies including Health and Safety, Food Hygiene, Maintenance, Emergency Procedures, Liquor Licensing

• Bachelor’s Degree preferred
• High School Diploma or equivalent required
• One (1) to two (2) years in a public contact position, preferably in an upscale or lifestyle brand hotel
• Ability to work overnight
• An intermediate to proficient understanding of Computer systems such as Opera, Go Concierge, HotSOS, Microsoft Word, Excel & Outlook is preferred
• Enter and locate work-related information using computers and/or point-of-sale systems
• Ability to spend extended lengths of time viewing a computer screen
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast-paced environment, and have a high level of attention to detail
• Maintain positive and productive working relationships with other employees and departments
• Ability to work independently and to partner with others to promote an environment of teamwork
• Must be able to stand or walk a minimum eight-hour shift
• Must be observant and quick to respond to various situations while also multitasking and handling stressful situations
• Must be able to twist, tow (push or pull), reach, bend climb, and carry objects as necessary
• Must have excellent communication skills and be able to read, write, speak, and understand English
• Must be able to work inside and outside at all times of the year as needed, based on business volumes

Additional language ability preferred