Details

Salary and Benefits

Salary not specified
Service Charge

Job Description

 

Summary

The Hotel Front Desk Agent will be responsible for greeting and registering guests, providing outstanding guest service during their stay, and settling the guest's account upon completion of their stay. Other duties will include registering guests, making and modifying reservations, acting as a hotel operator, and performing concierge duties. The Hotel Front Desk Agent must possess a positive and upbeat personality with a desire to deliver outstanding guest service to our guests. The Hotel Front Desk Agent must have the ability to multi-task, be detail-oriented, and be able to problem-solve in order to effectively deal with internal and external Guests.


This position will require you to work weekends, evenings, days, statutory holidays, and occasional night shifts.

Requirements
• High School Diploma, G.E.D. or equivalent
• Completion of a two-year apprenticeship program or a college program in front desk operations or hotel management preferred, or equivalent experience is an asset
• Guest service trade certification is preferred
• (two) years of experience as a Hotel Front Desk Agent
• Experience in all aspects of customer service and people management
• Demonstrated ability to lead and direct a team
• Strong working knowledge of hospitality industry principles, methods, practices, and techniques
• Strong working knowledge of accounting practices and principles
• Ability to analyze and interpret the needs of guests and offer the appropriate options, solutions, and resolutions required
• Exceptional conflict resolution, negotiation, and objection handling skills
• Able to respond quickly in a dynamic and changing environment
• Able to build and maintain lasting relationships with corporate departments, key business partners, and customers
• Able to effectively communicate both verbally and in writing
• High level of proficiency with Hotel software, Microsoft Office, email, and web-based programs
• Must possess sound knowledge of safety, emergency evacuation

Job Duties
• Greet guests with a smile and answer their questions as required.
• Responsible for checking guests in and out of the Hotel.
• Issues room keys, information about the resort and restaurant and our facilities
• Works in conjunction with the bell staff to assist guests to their rooms.
• Answers various questions from guests.
• Arranges transportation for guests.
• Computes bills collect payment and make the change for guests.
• Makes coffee in the morning for guests.
• Runs various reports on the computer for management.
• Count and verify cash, shift activity, keys etc.
• Complete shift audits as required.
• Check all unresolved departures.
• Review service requests for arrivals.
• Ensure front desk is stocked with any item’s guests may require before housekeeping leaves for the day.
• Complete in-house bucket check.
• Complete welcome calls.
• Clean and tidy front desk area.
• Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other
parties.
• Refer all inquiries to the appropriate individuals, divisions, or departments across the organization.
• Take and record telephone, e-mail, or written message for staff members.

Requirements and Qualifications

Minimum Experience

2 Years

Other Information

Employment Type

• Full-Time