Front Office Agent - Part Time

Description

Responsible for assisting our guests and members efficiently, courteously and professionally in all Front Office related functions.

General Hospitality Job Responsibilities

• Maintain hotel’s Quality Customer Service standards and uphold the mission statements through the strict follow up of the Hospitality Rules.
• Maintain and abide to time clock rules, report to work area on time.
• Keep high grooming standards at all times and keep work area clean and safe.
• Wear, maintain and follow uniform standards at all times.
• Must become familiar and proficient in all aspects of the property, departments, locations, hours of operations, rooms, activities, etc. respond to guests accurately.
• Use guest etiquette at all times.
• Follow proper Handling Inquiries/Requests and complaints standards, and maintain the guest satisfaction rule at all times.
• Use proper telephone etiquette and answering techniques when answering the telephone.
• Anticipate guest’s needs, respond promptly and acknowledge all guests, at all times.
• Maintain positive guest relations at all times.
• Follow proper emergency and safety procedures at all times.
• Assist all disabled guests, catering to their special needs as much as possible.

Essential Duties and Responsibilities

• Monitor red flag report for guest complaints, comments or problems, within 20 minutes
• Monitor room availability status and house count
• Handle walk-in guests according to hotel procedures
• At check-in: locate reservation/registration card, review reservation information, check for vouchers and register guest in computer
• Issue safety deposit boxes according to procedures
• Give guests correct location and orientation to hotel facilities and services
• Arrange bell services for check-in and check-out guests
• File registration cards according to procedures
• Communicate with Guest Relations Manager on repeat guests, to ensure proper welcome and special amenity
• Handle all V.I.P.’s according to set rules
• Verify all complimentary room requests for required approval signature
• Handle all guests on special packages according to procedures
• Accommodate all disabled guests according to their needs
• Separate room/tax and incidental accounts according to set rules
• Handle rate changes efficiently
• Handle room change requests to guest satisfaction, identify reason for change and follow-up if there is any problem
• Handle all guest complaints professionally and courteous
• Monitor bell stand telephone and log and assist where necessary
• Take all guest messages using proper telephone handling standards
• Handle all wake-up call according to procedures
• Pick-up contract bank/floating bank
• Make change for hotel patrons, and cash travelers following guest procedures
• Process miscellaneous charges and paid outs
• Check-out guests according to standards: initiate guest check-outs, check for late charges, present folio, handle dispute charges efficiently, settle guest account and collect keys
• Ask all guests feedback on hotel experience and recommend to fill Guest Comments card
• Handle all charges after departure as instructed
• File all room keys if applicable
• Strictly follow procedures for cashiering, cashier’s report, drop envelop and secure bank
• Review following day’s arrival report, block rooms and handle V.I.P requests and block special requests
• Pre-register V.I.P’s
• Be familiar with the property’s fire and emergency program
• Any other reasonable duties as required

Requirements

Qualifications

• High School Diploma or equivalent
• Fluent in English,

Knowledge, Skills and Abilities

• Excellent computer skills
• Excellent communication skills
• Ability to focus attention to detail
• Ability to solve problems and follow up
• Customer-oriented
• Pleasant personality
• Team player spirit

Working conditions

This position works in the usual front desk and lobby environment with the usual considerations to space, lighting and air conditioning.