Guest Services Agent (Front Desk)

JOB DESCRIPTION : Check in and check out hotel guests courteously and efficiently; process all payments according to established hotel requirements.

Provide information to any guest or visitor inquiry. Position pays $16.00 / hour.

QUALIFICATIONS : Essential :

Essential :

• High school graduate
• Must be able to compute accurate mathematical calculations
• Must be able to clearly communicate in English with guests, visitors, management and co workers to their understanding, both in person and by telephone.
• Must be able to provide legible communication and directions.
• Preferred - open availability

Desirable :

• Some college or training in hospitality industry.
• Previous experience as Front Desk Agent.
• Previous cashiering experience.
• Knowledge of computers.

SKILLS : Essential :

Essential :

• Ability to input and access data in computer.
• Ability to understand guest inquiries and provide responses.
• Ability to promote positive relations with all individuals who approach the Front Desk
• Ability to focus on guests' needs, remaining calm and courteous
• Ability to think clearly, quickly and make concise decisions
• Ability to prioritize, organize and follow up
• Ability to work well under pressure of constant frequent arrivals and departures
• Ability to focus attention on details
• Ability to maintain confidentiality of all guests and hotel information
• Ability to ensure security of guest room access
• Ability to remain stationary at assigned post for extended periods of time
• Ability to work cohesively with other departments and coworkers as part of a team
• Ability to stand for long periods of time

Desirable :

Prior guest service experience

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 and talk or hear.

The employee frequently is required to use hands and fingers to handle, or feel objects, tools or controls and reach with hands and arms.

The employee is occasionally required to walk or stoop, kneel, crouch or crawl. The employee must occasionally lift and / or move up to 10 pounds.

WORK ENVIRONMENT : The work environment characteristics described here are representative of the environment an employee encounters while performing the essential functions his / her job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level is usually moderate.

ESSENTIAL JOB FUNCTIONS :

Front Office Agent

• Maintain complete knowledge always of :
• All hotel features, services, hours of operation.
• All room types, numbers, layout, decor, appointments and location.
• All room rates, special packages and promotions.
• Daily house count and expected arrivals / departures.
• Room availability status for any given day
• Scheduled daily group activities.
• Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
• Obtain assigned bank and ensure accuracy of contracted monies. Always keep bank secure.
• Meet with supervisor to review daily assignments and priorities.
• Meet with departing Front Desk Agent to review business status and follow up items.
• Access all function of computer system according to established procedures and standards.
• Set up workstation with necessary supplies; maintain cleanliness throughout shift.
• Answer department telephone within three rings, using correct greeting and telephone etiquette.
• Promote positive guest relations to all individuals approaching the Front Desk.
• Accommodate all requests for information in a congenial manner.
• Process all guest check ins according to established hotel requirements :
• Confirm reservation in system and review all noted information
• For guests without a reservation, sell a room type as agreed upon
• Register guest in computer and generate a registration card
• Verify registration card information with guest, obtain back up information for guest credit or payment method and input into system;

collect cash when designated

• Assign guest room
• Advise guest of any messages, mail, faxes, etc. received for them
• Inform guest of room safe and mini bar key and room key procedures
• Issue parking passes validate valet parking tickets and enter information in computer
• Communicate services and amenities included in packages to guests on packages
• Obtain proper identification for tax exempt guests and attach form to registration card
• Obtain guest signature for designated paperwork
• Set up accurate accounts for each guest checking in according to their requirements (sharing, separate room, tax, incidentals) Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them.

Follow established procedures for "walking" guests.

• Accommodate room changes expediently.
• Handle guest complaints according to the six step procedures, ensuring guest satisfaction.
• Document all guest requests, complaints or problems immediately and notify designated department / personnel for resolving the situation.

Follow up within 20 minutes to ensure completion and guest satisfaction.

• Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals.
• Offer detailed information on the voice mail system to callers and guests wishing to leave message.
• Distribute all guest and department mail.
• Monitor, send and distribute guest faxes.
• Document and confirm reservations and cancellations.
• Block rooms in the computer and follow through on designated requirements.
• Pre register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments / personnel (special requests, amenity delivery).
• Generate, print and distribute daily and weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Process all check outs according to established hotel requirements.
• Resolve any late charges
• Present folio to guest and resolve any disputed charges
• Settle guest accounts following Accounting procedures
• Retrieve guest room key from guest
• Request guest comments on their stay
• Process express check outs throughout the shift.
• Handle requests for late check outs according to established hotel procedures.
• Conduct group check ins and outs according to established hotel procedures.
• Assist all departments and executives in obtaining appropriate information regarding groups, inventory and guest information.
• File guest room keys and ensure the safe keeping of keys at the Front Desk.
• Adhere to all cashiering procedures :
• Process adjustment vouchers paid outs, correction vouchers, miscellaneous charges.
• Make change for guests
• Cash guests' personal checks / travelers’ checks.
• Post charges
• Settle room accounts
• Run closing reports
• Count bank at end of shift
• Complete designated cashier reports
• Balance receipts
• Drop receipts
• Secure bank
• Legibly document pertinent information in the logbook
• Must reside in the Greater Indianapolis Area.

BENEFITS : Competitive Pay, Free Employee Garage Parking and 31-Day Full Fare Bus Passes, Discounts, Medical, Dental, Vision, 401k with Match, and many more!!!

HRI is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws.

All employment decisions are based on valid job related requirements.