Front Desk Agent
- Front Desk Agent
Job Summary
Front Desk Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. Primary responsibilities include: registering guests, making and modifying reservations, hotel operator, and concierge duties. Providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.
• High School diploma or equivalent required; College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high pressure situations.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying and dividing
• Ability to read, comprehend and write simple instructions and/or short correspondence and memos.
• Ability to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations.
• An operational knowledge of Microsoft Office suite
• Must be willing and have the ability to work a varied schedule that may include evenings, nights, weekends and holidays
• Holds an understanding of hotel products and guest services (i.e. lifestyle, full service, resort, etc)
• Ability to participate in the creation of an enjoyable work environment
• Approach all encounters with guests and associates in a friendly, service oriented manner.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).
• Maintain regular attendance in compliance with BHS Hospitality standards, as required by scheduling which will vary according to the needs of the hotel.
• Comply at all times with BHS Hospitality policies, standards and regulations to encourage safe and efficient hotel operations.
• Greet and welcome all guests approaching the Front Desk in accordance with BHS Hospitality standards; maintain a friendly and warm demeanor at all times.
• Maintain proper operation of the telephone switchboard and ensure that all BHS Hospitality performance standards are met.
• Handle requests for information, mail and messages in an efficient and courteous manner.
• Answer guest inquires about hotel service, facilities and hours of operation.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Establish and maintain good communications and team work with fellow associates and other departments within the hotel.
• Be aware of all rates, packages and special promotions; Be familiar with all in house groups; Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow rate quoting scenario.
• Be familiar with all BHS Hospitality policies and house rules as well as hospitality terminology.
• Have knowledge of and assist in emergency procedures as required.
• Handle check-ins and check-outs in a friendly, efficient and courteous manner.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Ensure logging and delivery of packages, mail and messages as needed to guests and meeting rooms. • Use proper two-way radio etiquette at all times when communicating with other associates.
• As needed, deliver guest items such as luggage, newspapers, messages, packages, amenities, or other items requested by guests or team members
• Maintain an up to date working knowledge of all property amenities as well as any special events, local area attractions and things to do around the hotel.
• Perform other duties as assigned, which may include, but is not limited to the following: helping coworkers in other areas of the hotel, maintaining a clean and organized work area and overall cleanliness and safety throughout the hotel and grounds
The following outlines the work environment employees will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Frequency Grid 112019
N = Not Anticipated O = Occasionally F = Frequently C = Constantly
0% 1-33% (per shift) 34-66% (per shift) 67-100% (per shift)
Associate is subject to inside environmental conditions: Protection from C
weather conditions but not necessarily from temperature changes.
Associate is subject to outside environmental conditions: No effective N protection from weather.
Associate is subject to extreme heat or cold (temperatures below 32 N degrees or above 100 degrees) for periods of more than one hour.
Associate is subject to noise: There is sufficient noise to cause the employee N to shout in order to be heard above ambient noise level.
Associate is subject to vibration: Exposure to oscillating movements of the N extremities or whole body.
Associate is subject to hazards: Includes a variety of physical conditions, N such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals.
Associate is subject to atmospheric conditions: One or more of the following N conditions that affect the respiratory system or the skin: Fumes, odors,
dusts, mists, gasses, or poor ventilation.
Associate is subject to oils: There is air and/or skin exposure to oils and N other cutting fluids.
Associate is required to function in narrow aisles or passageways. N Associate is exposed to infectious diseases. N None: Associate is not substantially exposed to adverse environmental C conditions (as typical office or administrative work).
Physical Requirements
- Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles, N and the like, using feet and legs and/or hands and arms.
- Balancing: Maintaining body equilibrium to prevent falling when walking, N standing or crouching on narrow, slippery or erratically moving surfaces.
- Stooping: Bending body downward and forward by bending spine at waist. N Requires full use of the lower extremities and back muscles.
- Kneeling: Bending legs at knee to come to rest on one or both knees. N Crouching: Bending the body downward and forward by bending leg(s) and N spine.
- Crawling: Moving about on hands and knees or hands and feet. N Reaching: Extending hand(s) and arm(s) in any direction, particularly for N sustained periods of time (typing/using a mouse).
- Standing: Remaining upright on the feet, particularly for sustained periods C of time.
- Walking: Moving about on foot to accomplish tasks, particularly for long F distances or moving from one work site to another.
- Pushing: Using upper extremities to press against something with steady O force in order to thrust forward, downward or outward.
- Pulling: Using upper extremities to exert force in order to draw, drag, haul O or tug objects in a sustained motion.
- Finger Dexterity/Grasping: Picking, pinching, typing or otherwise working, F primarily with fingers rather than with whole hand or arm as in handling. Applying pressure to an object with the fingers and palm.
- Feeling: Perceiving attributes of objects, such as size, shape, temperature or F texture by touching with skin, particularly that of fingertips.
- Talking: Expressing or exchanging ideas by means of the spoken word; those C activities where detailed or important spoken instructions must be
conveyed to other workers or guests accurately, loudly, or quickly. - Hearing: Perceiving the nature of sounds at normal speaking levels with or C without correction, and having the ability to receive information through
- oral communication.
Repetitive Motions: Making substantial movements (motions) of the wrists, C hands, and/or fingers. - Vision: Employee is required to have close visual acuity to perform an C activity such as: preparing and analyzing data and figures; determine
accuracy, neatness, and thoroughness of the work assigned; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurements devices; and/or assembly or fabrication of parts at distances close to the eyes.
Lifting Frequency Amount Lifting: Raising objects from a lower to a higher O Up to 10 lbs. position or moving objects horizontally from position
to positions.
This job requires a valid drivers’ license and motor vehicle background No check.
This job requires a criminal background check. Yes This job requires a drug screen to be completed. No
This job description is not intended to be all-inclusive, additional details will be specified by the supervisor. The associate will also perform other reasonable business duties as signed by the supervisor.
BHS Hospitality Management reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail.
If requested in accordance with applicable law, the Company provides reasonable accommodation to known physical or mental limitations of an otherwise qualified associate with a disability to allow him/her to perform essential functions of the job unless the accommodation would impose an undue hardship on the Company.
BHS Hospitality is an at-will employer. This job description is a guideline and does not constitute a written or implied employment contract.
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