Job description

HOTEL FRONT DESK AGENT

(Possess experience in Opera PMS System & have worked as Hotel Front Desk Agent)

SUMMARY:

Performs all Hospitality Agent assigned job duties listed below according to the Holiday Inn Express & Suites policies and procedures, with an excellent customer service-oriented attitude.

This position always requires one to be a team player.

The position requires one to be very detail minded and one must be able to do multi-tasking most of the time during a shift and volunteer to assist the back office when delegated.

Responsibilities

Ensures proper completion of all front office duties pertaining to the shift worked before the next shift begins.

• One must always be professional in actions and appearance. Uniforms required must always be worn clean, pressed, and not torn. If jewelry is worn it will be limited to one earring in each ear, one ring and one watch. Abides by the Holiday Inn Express & Suites Handbook and Emergency Handbook.
• Register and check out guests in a timely manner, assuring all guest information is safe guarded. Able to answer multiple calls all at the same time.
• Possess knowledge of the surrounding area to assist guests.
• Maintains working relationships with all departments through proper communication. Setting good example for other staff members, showing the same kindness and respect as for guests or management.
• Keeps track all front desk keys and is responsible for all front office inventory assuring that the loss/theft prevention is kept in place in the absence of the Front Office Manager.
• Knowledgeable of all safety, evacuation procedures, and basic maintenance procedures.
• Verifies that accurate room status information is maintained and effectively communicates to all departments.
• Informs the Front Office Manager of guest related problems as they occur and in the absence of the Front Office Manager, the GM.
• Takes messages for Director of Sales for Group Blocks when not available or calls if immediate assistance is needed. Also, leaving detailed information in sales file box.
• Adheres to the no check policy, no pre-paid cards and no cash policies checking all ID of incoming guests against cards and assuring there is a chip on the credit card.
• Will authorize the stay for the correct amount every time in all situations unless Front Office Manager approves.
• Security is vital. Will be always alert for safety issues that could affect all employees and guests. Attention is always to be given to observing the monitor and making sure side doors are closed. Lobby doors are locked at night at 11pm. All doors are always to be closed.
• Works with the Director of Sales and Front Office Manager to assist in reaching Sales Goals for the month. Contributes to creative sales ideas to bring in individuals as well as groups.
• Reach and exceed enrollments for every month.
• Greets all reward members with correct greeting and choice of points or gift depending on status.
• Performs shift list and assures cash drawer is in balance as well as errors are fixed before changing shifts. Will call the Help Desk and Front Office Manager for assistance if needed.
• As a Hospitality Agent one must always make sure wake up calls are never forgotten
• Will always give a warm greeting when guests walk in the door and leave. This job requires standing when someone is walking through lobby or checking in or out.
• Upholds the Holiday Inn Express & Suites commitment to hospitality by always exceeding guests’ expectations.
• Respects the policy regarding the front desk computers, that the computers are only used for business reasons only.

EDUCATION

Preferable some college with a minimum of a high-school diploma or GED. Must be able to speak, read, write and understand English as the primary language used in the workplace. Knowledge of knowing Spanish or Korean would be a plus.

EXPERIENCE

Experience in handling cash, general administrative tasks, and computer knowledge. Excellent communication and customer service skills.

SKILLS

Basic Accounting (Adding, subtracting, division, negative-positive postings).

Computer skills

Typing skills - 45 wpm

Neat/legible handwriting

This position requires prolonged standing, walking, and sitting. Requires frequent bending, stooping, and stretching. Occasionally lifts and carries loads weighing up to 45 pounds. Requires hand-eye coordination and manual dexterity.

Requires the ability to distinguish letters and symbols to communicate verbally and in writing or on the monitor.

Requires the use of office equipment which includes but is not limited to computer devices. Requires the mobility to climb stairs and the individual must have vision and hearing within the normal range.

Job Types: Full-time, Part-time

Pay: $18.00 - $20.00 per hour

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Evening shift
• Weekend availability

Ability to commute/relocate:

• Federal Way, WA 98003: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person

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