Front Desk Agent

  • Hotel Saint Regis
  • Detroit, MI, USA
  • May 16, 2019
Full time Hospitality-Hotel

Job Description

Position:              Front Desk Agent

Department:      Rooms Division

Reports To:         Front Office Manager

 

SUMMARY

The Front Desk Agent is responsible for checking-In and Checking-out guests staying at the hotel using the Property Management System Maestro. Agent must be very friendly and professional at all times. Other job duties include answering phone, help guests with any requests or inquiries and any front desk related tasks dealing with guests, staff or hotel vendors. Accommodates guests of the Hotel St. Regis by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Other duties as assigned by management.
  • Greets customers immediately with a friendly sincere welcome, accurately registers guests while confirming relevant information about the stay (ie. number of people occupying the room, room type, rate, etc.), and assigns rooms to guests.
  • Uses a positive, clear voice when speaking to customers.
  • Attentively listens to customers, guests, superiors, and co-workers in order to respond with the appropriate action and/or information.
  • Operates Maestro to complete daily functions
  • Encodes room keys.
  • Provides "welcome" folders containing room keys, certificates, coupons,
  • Verifies credit cards for authorization, handles cash, makes change, and balances an assigned "cash drawer."
  • Posts charges from other areas (Restaurant, etc.).
  • Systematically completes daily checklist, which is shift specific (AM and/or PM).
  • Sorts and files and/or inputs incoming mail, faxes, and messages in the computer system.
  • Reports to immediate manager or supervisor on duty and discusses shift plans, responsibilities, and any job related tasks.
  • Receives and transfers telephone calls to the correct location.
  • Answers inquiries pertaining to hotel services; registration of guests; and local shopping, dining, entertainment, and travel directions.
  • Keeps records of room availability and guests' accounts.
  • Computes bill, collects payment, and makes change for guests.
  • Makes and confirms reservations.
  • Manually posts charges such as room, food, liquor, movies, and telephone when necessary.
  • Deposits guests' valuables in hotel safe or safe deposit box.
  • Supplies accurate information about special events and/or marketing promotions.
  • Empowered to satisfy guests in the event they experience a service deficiency during the course of their stay.
  • At the end of shift, checks with immediate supervisor or manager for any additional work needed before leaving and clocking out.
  • Maintains all logs for guest requests, complaints, work orders, etc.
  • Adheres to the 10/5 Rule.
  • Communicate well and maintain good interpersonal relations with co-workers and guests.
  • Ability to work closely with others.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPUTER SKILLS

Ability to use current hotel operating software, Microsoft Office for Windows 2000 Professional, Microsoft Outlook, Maestro, and the Internet.

EDUCATION and/or EXPERIENCE

High School Graduate or G.E.D.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos in English. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers and other employees of the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and interpret bar charts.

REASONING ABILITY

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

 

 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, talk and hear. The employee is occasionally required to walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

PERSONAL APPEARANCE AND HYGIENE

All Hotel St. Regis employees are expected to maintain a neat and presentable personal appearance dress in a clean and complete uniform and attend to their personal hygiene (i.e. showering, shaving, combing their hair, trimming and cleaning fingernails, etc.) before reporting to work each day. There can be no visible tattoos or piercings other than one per ear. Any employee not in compliance with the provisions of this section may be dismissed for the remainder of the workday. Time loss due to such action may not be made up or compensated for in any way.

ATTENDANCE

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property. Employees are expected to report to work in a complete uniform as specified by the hotel. Clock-in using the time clock designated by the hotel no earlier than 5 minutes before scheduled time. Employee must be ready to work as soon as the clock-in is completed. At the end of the shift, check with immediate supervisor or manager for any additional work needed before leaving and clocking-out not more than 5 minutes after assigned departure time. It is the employee’s responsibility to ensure that they do not have any overtime hours unless specifically pre-authorized by their manager. Regular attendance in conformance with the standard, which may be established by the Hotel St. Regis from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination. It is understood that the Hotel operates seven days per week, twenty-four hours a day and that shifts and hours will vary according to business demands.