Job description

JOB DESCRIPTION

A Front Desk Agent serves as the first point of contact for our guests and manages their accommodation. It is their responsibility to register guests, manage reservations and accommodations, and provide information to our guests about our property rooms, rates, and amenities. In addition, it is the responsibility of the Front Desk Agency to ensure the cleanliness of all public areas including the lobby, restrooms, meeting rooms, and offices. It is the ultimate responsibility of our front desk agents to create a pleasant and memorable stay for all our guests.

JOB TYPE

FT & PT (On-sight only)

DUTIES & RESPONSIBILITIES

· Greets, checks in, and assigns rooms to guests in a welcoming and professional manner.

· Promptly and effectively deals with guest requests and complaints.

· Answers phone calls and routes appropriately, take accurate messages, makes reservations, and uses upselling techniques as directed by General Manager or Sales Team.

· Assists sales and marketing efforts as directed by General Manager or Sales Team.

· Handles confidential information with high integrity.

· Closing and balancing all room accounts.

· Maintains accurate cash, accounting, and reservation records.

· Responsible for all cash and credit card transactions so that drawers balance at the end of each shift.

· Adjusting or corrections to accounts as needed.

· Preparing guest folios for Express Check-Out.

· Investigating or analyzing out-of-balance situations.

· Answers guest inquiries about area attractions, hotel services, directions, or reservations.

· Liaise with our housekeeping staff to ensure all rooms are clean, tidy, and fully furnished to accommodate guests’ needs.

· Records pertinent guest information and issues.

· Keep communal areas and lobby clean.

· Immediately report any noted repairs or maintenance of public areas.

· Assists breakfast hosts in replenishing food or supplies and cleaning as directed.

· Follows company policies and procedures.

· All other duties as assigned by supervisor or management.

KNOWLDEGE, SKILLS, & ABILITIES

Guest Relations Skills

· Demonstrates proactive and sense of urgency when dealing with guest concerns.

· Demonstrates an ability to be readily available and approachable to all guests.

· Demonstrates an ability to interact with guests on a frequent basis to obtain feedback about their experience.

· Demonstrates an ability to anticipate the needs of large groups or high-profile guests in order to deliver flawless service.

Team Interaction

· Demonstrates an ability to encourage and build mutual respect and cooperation among team members.

· Demonstrates an ability to communicate effectively with all property team members.

· Demonstrates an ability to respond in a timely manner to all members of the Management Team.

· Demonstrates an ability to be professional and courteous towards team members at all times.

· Demonstrates an ability to be adaptable, multitask, detail oriented, and proficient written and oral communication skills.

Company/Brand Policies & Procedures

· Demonstrates an ability to ensure that all brand standards are adhered to and that the brand culture is promoted within the department.

· Demonstrates an ability to adhere to safety policies and procedures to ensure a safe working environment for all team members.

EDUCATION

No education required.

EXPERIENCE

No experience required, but preferred hotel guest service experience.

QUALIFICATIONS

· Ability to perform job functions with attention to detail, speed, and accuracy.

· Ability to stand and walk for long periods of time.

· Ability to push, pull, and lift up to 50 pounds.

· Able to professionally handle guest complaints.

· Able to work effectively and efficiently with all departments.

· Willing to work flexible hours to include weekends, holidays, and late nights.

· Always maintain a professional appearance.

· Able to multitask and work in a fast-paced environment.

· Must have a passion for providing “excellent” customer service experience.

· And any other job function deemed appropriate by the management team.

Job Types: Full-time, Part-time

Pay: $11.50 - $13.50 per hour

Benefits:

• Flexible schedule

Schedule:

• 8 hour shift
• Overnight shift
• Weekend availability
• Weekends only

Ability to commute/relocate:

• Hays, KS 67601: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience (Preferred)

Work Location: In person

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