Guest Services Agent - Gale Hotels

Job Title Front Desk Agent

Department: Front Desk

Reports To: Front Desk Manager

FLSA Status: Non-Exempt

SUMMARY:

Assist guests with all needs related to their stay including checking in and checking out guests, making reservations in person and over the phone, assisting in-house guests with requests, and working with other departments to communicate guest needs to get them done.

RESPONSIBILITIES:

• Greet guests with a smile.
• Assist guests, visitors, and vendors.
• Check-in and check-out guests using the Property Management System as well as the use of other software instructed by Management
• Monitor surveillance cameras, door alarms, life safety systems, and building alarms and investigate any unusual or suspicious activity.
• Communicate any incident to Management
• Complete pass-down reports, shift reports, and checklists.
• Respond to incidents and disturbances including, but not limited to, property emergencies, noise complaints, and smoking complaints.
• Assist, when necessary, with the delivery of items requested by our guests.
• Always remain knowledgeable about the hotel and surrounding areas.
• Inform Management of any guest issues or concerns.
• Efficiently handle guest disputes when necessary, making every effort to achieve guest satisfaction.
• Exercise skills to identify situations that require attention and resolution as well as appropriate discretion that require the attention of management.
• Follow all company safety and security policies and procedures, and report accidents, injuries, and unsafe work conditions to the manager.
• Develop and maintain positive working relationships with others. Complies with quality assurance expectations and standards.
• Maintain absolute discretion regarding activities, interactions, and personal data related to guests.
• Assist in coordinating and implementing special projects as directed.
• Maintain knowledge of the evacuation plan along with emergency procedures for emergency crews such as first responders, utility personnel, etc.
• Monitor the cleanliness of the lobby, sidewalks, entrances, and related work areas.
• Must be available to work on an on-call basis.
• Maintain a positive and professional attitude toward guests, visitors, vendors, and co-workers.
• Attend all required training, in-service, and staff meetings.
• Ensure CRM software and related applications are updated nightly.
• Perform other related duties and assignments as required.

QUALIFICATIONS:

Requires knowledge of basic front desk equipment and procedures including the operation of a multi-line telephone system.

EDUCATION

· A degree from four (4) a year university is highly desired, and candidates with degrees from a two (2) year university combined with related experience.

· Computer skills including Internet, email, (MS Outlook) MS Excel, MS PowerPoint, and MS Word.

LANGUAGE SKILLS:

· Ability to read, write, and comprehend simple instructions, correspondence, memos, and reports.

· Ability to effectively present information in one-on-one and small group situations to residents, clients, and other employees of the organization.

REASONING ABILITY:

· Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

· Ability to deal with problems solving several concrete variables in standardized situations.

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 essential functions.

· While performing the duties of this job, the employee is regularly required to sit, stand, walk, talk, and hear. The employee is frequently required to use hands to handle or feel.

· The employee is occasionally required to reach with hands and arms.

· Specific vision abilities required by this job include close vision and color vision.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This job is performed in an office environment with a moderate noise level. While performing the duties of this job, the employee is required to frequently inspect inside and outside areas of the property location and may be exposed to ongoing construction and various weather conditions. The noise level in the work environment may range from moderate to loud.