Objective / Purpose
The overall objective and purpose of the Front Desk Agent position is to provide a warm welcome and hospitable service to our guests. The incumbent is responsible for ensuring a seamless arrival and departure experience and respond efficiently to guest requests. They are to provide the highest level of service in support of the mission, core values, standards and goals established by the company.
Essential Functions / Tasks
Primary responsibilities and tasks include, but are not limited to the following:
Greet and interact with internal and external guests in a genuine warm and friendly manner using professional and Kessler standard nomenclature
Maintain the integrity of the guests' privacy, including confidentiality of personal information and key control
Process check-ins, check-outs and room assignments
Coordinate with Housekeeping to track readiness of rooms for check-in
Communicate parking procedures to guests and visitors and dispatch bell/valet attendants as needed
Post guest charges and payments, process no-shows and adjust disputed charges
Run daily reports and contingency lists. Conduct bucket checks to ensure accuracy
Verify rate codes and make appropriate adjustments on guest' invoices
Block and unblock rooms according to the hotel's need
Operate the telephone system, answering calls within three (3) rings, using the correct salutation and telephone etiquette
Process and respond to wake-up calls according to the standard operating procedure
Notify guests of messages and record them legibly and completely
Maintain knowledge of room types, hotel amenities and features, hours of operation and area attractions
Respond promptly to questions, concerns and special requests. Follow-up to ensure the guest is satisfied
Log guest requests and concerns according to the standard operating procedure. Communicate with departments in a timely manner
Solve problems proficiently
Demonstrate effective sales techniques to upsell rooms, amenities and products
Maintain a neat and organized work area
Maintain the integrity of Company proprietary information and protect Company assets
Maintain complete knowledge in the use of all office equipment , property management systems and access according to specifications
Maintain complete knowledge and comply with company policies and procedures
Maintain neat, clean and professional appearance according to standards
Follow all company safety and security policies and procedures. Report accidents, injuries and unsafe conditions
Welcome and acknowledge guests with disabilities and follow proper procedures to accommodate needs.
Develop and maintain positive working relationship and support the team to achieve our goals
Attend required training and meetings
All other duties as assigned, planned or un-planned
Knowledge / Skills / Abilities (KSA)
To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent.
Ability to perform all tasks at the front desk and proficiently use job-related software, property management systems and office equipment
Ability to remain calm in various situations, use sound judgement and effectively solve problems
Ability to read and interpret documents such as safety rules and procedural manuals
Ability to demonstrate cash handling procedures and calculate figures and amounts such as discounts, commissions, upgrades and percentages
Strong written, verbal, and interpersonal skills
Comprehensive knowledge of office equipment and property management systems
Education, License, Certifications, Experience
Bachelor's degree in Business or related training equivalent - required
1+ year of relevant work experience in similar scope and title required
Experience within luxury brand/markets - required
Student or graduate of hotel management preferred
Work Environment / Conditions
The work environment/conditions described herein are representative of those that an incumbent may experience.
Must be comfortable working in a shared space, with constant noise, without the use of a private office.
Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism & collaboration.
Schedules may vary from week to week based on business demands in excess of or less than 40 hours with or without notice.
The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job.
While performing the duties of this job, the incumbent is regularly required to see, hear, reach, use fingers to handle and feel, and stand up to 8 hours on a daily basis.
Push, pull, and lift up to 10 lbs.
While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane or other means of transportation which require sitting, waiting and standing for long and short periods of time.
This job description is not an exclusive or exhaustive list of all job functions that an incumbent/Grand Performer in this position may be asked to perform.
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Celebration Hotel LTD