Front Desk Agent (Hotel)

JOB DESCRIPTION: Front Desk Agent

Duties and Responsibilities:

1. Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information, including the number of guests and the room rate. 
2. Make an appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. 
3. Promote and administer Hilton and Marriott Marketing Programs, such as Hilton Honors or Bonvoy rewards, for arriving guests. 
4. Ensure that the guest knows the room location. Arrange for a team member to accompany the guest to the room. Provide a welcome packet to guests containing room keys, tokens of our appreciation, gifts, etc.
5. Ensure rooms and services are correctly accounted for within the guest statement. Properly account for services provided by the hotel. 
6. Assist guests with checkout payments or charges. Accept and records vouchers, credit, traveler's checks, and other forms of payment.
7. Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen well to understand requests, respond with appropriate action, and provide accurate information.
8. Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions.
9. Promptly answer the telephone and email inquiries. Input messages into the computer and advise other team members of special guest needs. Retrieve messages and communicate the content to the guest. Retrieve mail, packages, and facsimiles or other special items for customers as requested.
10. Field guest complaints, researching to develop the most effective solutions, and negotiating results. Listen and help resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
11. Remain calm and alert, especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. 
12. Maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.
13. Maintaining a clean and welcoming lobby area at all times
14. Performing snow removal at the entrance when necessary to ensure guest safety
15. Driving the airport shuttle as needed, following all safety and service guidelines

Required Knowledge, Skills and Abilities:

Must be able to explain and demonstrate that the essential functions of the job can be performed, with or without reasonable accommodation.

1. Ability to read, listen, and communicate effectively in English, both verbally and in writing.
2. Excellent calculator skills to prepare moderately complex mathematical calculations without errors.
3. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
4. Ability to access and accurately input information using a moderately complex computer system.
5. Must be a motivated, energetic professional with exceptionally strong verbal and written communication skills and the ability to achieve company goals.
6. Must have excellent hospitality skills.
7. Must be able to quickly gain knowledge of the local area.
8. Must have flexible availability and be able to work weekends and holidays.

Dependability: Employees are expected to be on time and demonstrate regular attendance. 

Job Performance: Employees are expected to complete duties quickly, efficiently, and safely.