Front Desk Agent

Description

PRIMARY RESPONSIBILITIES: Primary Responsibilities will be divided between providing guest services, reservations, concierge, and host/hostess assistance.

Guest Services – 30%

• Provide exemplary guest service. Respond promptly and efficiently to inquiries, directions, requests, and complaints. Accurately process guest mail and messages.
• Assist guest upon arrival and departure. Make certain all check-in/out procedures are adhered.
• Direct incoming phone call request to the correct phone extensions.
• Lobby greeter. Escort guest to their room upon arrival.
• Knowledge of Opera Cloud PMS and Alice..
• Take all room service orders, and send them appropriately to the Kitchen.

Reservations – 30%

• Take all reservation calls
• Handling Group Reservations and Group Billing.
• Offer upgrades and upsells when applicable.
• Complete knowledge of room types, rooms, amenities, and rates.

Concierge – 25%

• Ability to retain an astounding knowledge of local businesses, clubs, and contacts.
• Make restaurant reservations, recommend local social attractions, set up travel reservations or transportation, arrange for visits to spas or salons, or even procure tickets to special events.
• Required to acknowledge all guest requests and execute to the best of the hotel’s ability.
• Promptly greet guest in a warm, professional and friendly manner as they arrive and act as lobby ambassador.
• Expected to be an expert on the local area by answering any guest inquiries regarding the city, events, and attractions.
• Handles all requests and services for guests, arranges and follows up on reservations which include but are not limited to; transportation, shows, events, spa, golf tee times, restaurant reservations, flowers and other arrangements for special occasions.
• Provides complete and exceptional assistance, service and direction, learns repeat guest and VIP preferences and ensures they are delivered beyond guests and company expectations each and every time by personally coordinating with proper departments.
• Assists and supports department and division employees and management to deliver an exceptional overall guest experience.

Host/Hostess – 10%

• Taking and modifying restaurant reservations for Breakfast, Lunch, and Dinner.
• Assisting at the Host Stand during scheduled shifts.
• Seating guests, managing reservations and table assignments.
• Handling all Rugby Grille phones calls.
• Knowledge of Open Table booking system.

Valet – 5%

• Assist with valet cars when the bellman or valet are not available.

Requirements

Essential Skills: Requires knowledge of standard hotel business policies, procedures, and services. Communicate effectively in a positive manner with guests and co-workers. Must be tech savvy; computer software, including but not limited to: Microsoft Excel, Microsoft Word and Hotel property systems including Opera PMS, Micros, Alice Hospitality, and Open Table. Requires a high level of patience, tact, and diplomacy to defuse anger and collect accurate information. You have to be, familiar with Metro Detroit area, local attractions, sporting teams, concert venues, dining, and shopping options. Professionally represent the hotel. Task focused and detailed oriented. Manage multiple priorities in a fast-paced luxury hotel environment. Must have a valid Driver’s License.

Education/Vocational Preparation: High school graduate or equivalent required. Associate’s or Bachelor’s degree in Hospitality Management or Business preferred. Previous work experience should include a minimum of (1) year front desk experience in the hospitality industry or equivalent. Fluent foreign language skills preferred.

Physical Demands: Must be able to understand computer screens, and other documents. Must be an active listener; communicating with co-workers, guest, vendors, and attend meetings. Requires walking and standing for extended periods of time. You must have free movement of hands for typing and lifting. You must be able to lift 10+ pounds.

This Job Description is intended to provide a general overview of the tasks, duties and responsibilities with the position identified below. Although an individual employed in this position is expected to perform all of the functions referenced below, differences may exist depending on the specific location where an individual may be working.