Job Description

Full Job Description

The front desk agent is responsible for checking in and out guests and being the face of the hotel. The incumbent must utilize available resources to provide excellent guest satisfaction. Required to meet or exceed productivity standards, taking corrective action as needed to ensure standards are maintained.

EXAMPLE OF DUTIES:

ESSENTIAL FUNCTIONS

Guest Service

• Handle guest check-ins and check-outs in a timely manner, while informing the guest of the facility’s details.
• Handle guest issues, complaints, and requests and pro-actively resolve in a manner satisfactory to both the guest and the hotel.
• Handle guest reservations over the phone and record accurate information when necessary.
• Coordinate with other departments to fulfill guest special requests.
• Must demonstrate proper phone etiquette to Hilton standards, such as transferring calls and taking accurate notes for any guest requests.
• Must follow proper cash handling procedures.

Miscellaneous

• Communicate with the incoming shift Associates by logging pertinent information in the Communications Log Book.
• Have a thorough knowledge of safety and emergency procedures and be able to execute them when necessary.
• Demonstrate proper telephone etiquette, transferring of calls, and taking accurate messages for guests and team members, according to company standards.

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the requirements of the company.

• Attend mandatory meetings
• Perform general cleaning tasks to adhere to health and safety standards.
• Keep work area clean and organized.
• Other duties as assigned by the Supervisor or Manager.

OTHER DUTIES

Assimilate into our hotel culture through understanding, supporting and participating. Demonstrate working knowledge of the service standards.

Regular attendance in conformance with the standards, which may be established by Fillmore Hospitality from time to time, is essential to the successful performance of this position.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to arrive to work on time and when scheduled.
• Ability to walk, stand, and/or bend continuously to perform essential job functions.
• Ability to communicate in English, both orally and in writing, with guests and Associates, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and to collect accurate information and to resolve problems.
• Ability to work under pressure and deal with stressful situations during busy periods.
• Ability to access and accurately input information using a moderately complex computer system.

GROOMING

All Associates must maintain a neat, clean, professional and well-groomed appearance (specific standards available).

SAFETY REQUIREMENTS

OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety:

• None

Associates will be trained in the proper use and care of assigned PPE. The hotel provides the required PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.

NOTICE:

The hospitality business functions seven days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.

Job Type: Full-time

Education:

• High school or equivalent (Preferred)

Shifts:

• Morning (Preferred)
• Mid-Day (Preferred)
• Evening (Preferred)

Work Remotely:

• No

Job Types: Full-time, Part-time

Pay: $12.00 - $14.00 per hour

Benefits:

• Employee discount
• Flexible schedule

Schedule:

• 10 hour shift
• 8 hour shift
• Night shift
• Weekend availability

Work Location: In person

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