Front Desk Agent

Description

Job Overview :

To answer telephone inquiries in a friendly and courteous manner, employ sales.

techniques in order to secure and process reservations for guest accommodations in a timely manner.

consistent with high standards of quality.

Responsibilities and Duties :

Answer the telephone and greet prospective guests in a friendly manner using clear, verbal

communication. Listen to callers to understand inquiries and requests. Promptly provide accurate.

information regarding availability, accommodation types, transportation to and from hotel, rate,

etc. Promote marketing programs, assign reservations based on guest preferences and availability.

Read, retrieve, communicate and verify information including confirmation number to caller. Input

and retrieve data using a computer reservation system and utilizing codes for efficiency. Requires

legible writing skills in the event the computer system is inaccessible and manual documentation.

of reservations is required.

Answer questions regarding hotel facilities and services, airline partnerships, local attractions,

directions, etc. Memorize and communicate applicable deposit and guarantee policies as requested.

Handle complaints in a tactful manner and negotiate resolutions such as alternative.

accommodations when hotel is sold out.

Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of

incoming faxes using the message function of the computer.

• Use the photocopier to make copies of items as required.
• File registration cards.
• Initiate reports and retrieve printed forms from computer.
• Verify credit card authorizations for processing advance deposits.
• Other duties as assigned.

Specific Job Knowledge and Skills :

The individual must possess the following knowledge, skills and abilities and be able to explain and

demonstrate that he or she can perform the essential functions of the job, with or without reasonable.

accommodation.

Ability to effectively deal with customers, some of whom will require high levels of patience, tact

and diplomacy to defuse anger to collect accurate information.

• Ability to listen effectively and to speak clearly over the telephone.
• Ability to access, read and accurately input information using a moderately complex computer

system.

Ability to establish and maintain effective working relationships with employees, customers, and

patrons.

• Ability to sit for extended periods of time.
• Ability to follow written and or verbal instructions in English.
• Ability to input 40 wpm on a computer keyboard.
• Ability to communicate effectively in writing.

Other Expectations :

Regular attendance in conformance with the standards, which may be established from time to time,

is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, associates may be required to work varying

schedules to reflect the business needs of the hotel. This includes nights, weekends and / or holidays.

All employees must maintain a neat, clean and well-groomed appearance (specific standards

available).

Employee is always required to take on the responsibility and wear appropriate Personal

Protective Equipment (PPE) as determined by position and duties.

• Complies with health and safety rules, regulations and procedures to maintain a safe environment
• Experience with FSPMS

Working Conditions : Physical Demands :

Physical Demands :

Sedentary work : Exerting up to 10 pounds of force occasionally (occasionally : activity or condition

exists up to 1 / 3 of the time), and / or a negligible amount of force frequently (Frequently : activity or

condition exists from 1 / 3 to 2 / 3 of the time), to lift, carry, push, or pull, or otherwise move objects,

including the human body. Sedentary work involves sitting most of the time but may involve walking.

or standing for brief periods of time. Jobs are sedentary if walking and standing are required only.

occasionally and all other sedentary criteria are met.

Environmental Conditions :

Inside : Protection from weather conditions but not necessarily from temperature changes. A job is

considered inside if the worker spends approximately 75 percent or more of the time inside.

Qualifications :

Any combination of education and experience equivalent to graduation from high school or any

combination of education, training or experience that provides the required knowledge, skills and

abilities necessary to perform the functions of the job.

• No special licenses required.
• No prior experience required. Prior communications, reservations, hospitality and / or computer

experience preferred.

We offer a comprehensive full-time benefits package consisting of medical, dental, vision, telemedicine, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accidental or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts and much more!