Front Desk Agent - Embassy Suites Winston Salem

The Front Desk Clerk is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Education & Experience:

• College coursework in related fields is helpful.
• Experience in a hotel or a related field preferred.
• High School Diploma or equivalent required.
• Computer experience preferred

Physical Requirements:

• Flexible and long hours are sometimes required.
• Light work – Exerting up to 20 pounds of force occasionally, and/or 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Ability to stand during the entire shift.

Mental Requirements:

• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select alternative courses of action quickly and accurately.
• Must be able to work well in stressful, high-pressure situations.
• Must be effective in handling problems in the workplace, including, preventing, identifying, and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
• Must be able to work and understand financial information and data, and basic arithmetic functions.
• Must maintain composure and objectivity while under pressure.

Essential:

• Approach all encounters with guests and employees in an attentive, friendly, service-oriented manner.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.
• Maintain regular attendance in compliance with Everwood Hospitality Service standards, as required by scheduling, which will vary according to the needs of the hotel.
• Always comply with Everwood Hospitality Service standards and regulations to encourage safe and efficient hotel operations.
• Always maintain a warm and friendly demeanor.
• Employees must always be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Establish and maintain good communication and teamwork with fellow employees and other departments within the hotel.
• Greet and welcome all guests approaching the Front Desk in accordance with Everwood Hospitality Service standards.
• Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
• Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail, and messages to guests and meeting rooms.
• Review Front Office log and Trace Files daily.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages, and special promotions as listed in the Red Book.
• Be familiar with all in-house groups.
• Be aware of closed-out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
• Always use proper two-way radio etiquette when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist promptly and efficiently.
• Be able to complete a bucket check, room rate verification report, and housekeeping report.
• Balance and prepare individual paperwork for closing of shifts according to hotel standards.
• Maintain and market promotions and guest programs.

Marginal:

• Maintain a clean work area.
• Assist guests with safe deposit boxes.
• Attend meetings/training as required by management.
• Perform other duties as required by management.

PM Shift: 3PM-11PM

Weekend availability is a must. 

The Company provides equal employment opportunities to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.