Front Desk Agent

The Guest Representative is responsible for providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing suite revenue and occupancy.
The individual is also responsible for all reservation and inquiry calls during their shift.
They are expected to actively develop superior service skills in dealing with clients, guest, and co-workers.
QUALIFICATION STANDARDS EDUCATION & EXPERIENCE * Experience in hotel or a related field preferred.
* High school diploma or equivalent required.
* Associate or bachelor’s degree with an emphasis in Hotel Management, Hospitality Management and/or related fields preferred.
* Must be fluent in English.
* Must be able to pass a background check.
PHYSICAL REQUIREMENTS * Must be able to work evenings and holidays as needed.
* Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
* Ability to stand during entire shift.
MENTAL REQUIREMENTS * Must work well in stressful, high-pressure situations.
* Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by clients, guests, and co-workers.
* Must be effective in handling problems in the workplace, including anticipation, preventing, identifying, and solving problems as necessary.
* Must maintain composure and objectivity under pressure.
* Must be able to convey information and ideas clearly.
* Must be able to evaluate and select among alternative courses of action quickly and accurately.
DUTIES AND RESPONSIBILITIES SERVICE ATTITUDE AND COMMUNICATION * Maintain high standards of personal appearance and grooming, which include compliance with GF Hotels & Resorts /Brand dress code and uniform requirements.
* Always maintain a professional and friendly demeanor.
* Establish and maintain good communications and team work with fellow employees and other departments within the hotel.
* Must be always attentive, courteous, and efficient in the dealings with clients, guests, managers and all other employees.
* Demonstrate a genuine care and commitment to guest service.
* Greet and welcome all guests approaching the front desk in accordance with Brand standards.
* Develop a team player attitude for the good of the hotel.
GUEST REPRESENTATIVE RESPONSIBILITY * Provide attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay.
* Handle check-ins and check-outs in a friendly, efficient, and courteous manner.
* Respond to all guests’ requests, problems, complaints and/or accidents presented at the front desk or through reservations in an attentive, courteous, and efficient manner.
Follow up to ensure guest satisfaction.
* Answer all guest inquires (i.
e.
hotel services and amenities, the area, etc.
).
* Ensure delivery of packages, mail and messages as needed to guests.
* Follow all GF Hotels & Resorts/Brand credit policies.
* Be aware of all rates, packages, and special promotions.
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 rate quoting guidelines.
* Fully understand and be able to operate all relevant aspects of the front desk computer system.
* Focus on his/her role in contributing to guest satisfaction surveys.
* Demonstrate appropriate phone skills.
* Use GF Hotels & Resorts/Brand selling guidelines as part of the inquiry call process.
* Consistently perform above average in the mystery call process.
* Follow up on all wait list reservations.
* Manage suite inventory.
* Complete shift responsibility checklist.
* Keep front office area clean and organized.
* Serve and make drinks and food at the Front Desk bar.
GENERAL RESPONSIBILITY * Always comply with GF Hotels & Resorts/Brand compliance standards and regulations to encourage safe and efficient hotel operations.
* Participate in all-employee meetings, events and other functions required by management.
* Be familiar with all GF Hotels & Resorts/Brand policies and hotel rules, as well as hotel terminology.
* Develop full understanding of hotel amenities and services.
* Understand emergency procedures and be prepared to help when necessary.
* Operate radios efficiently and professionally in communicating with the hotel staff.
* Ensure correct and accurate cash handling while at the front desk.
* Use proper radio etiquette when communicating with other employees.
* Perform any other duties as requested by management.
Job Type: Full-time Pay: $14.
00 - $14.
50 per hour Expected hours: 40 per week Benefits: * 401(k) * Dental insurance * Employee discount * Health insurance * Paid time off * Vision insurance Schedule: * 8 hour shift * Evening shift * Every weekend Work setting: * In-person Work Location: In person