SUMMARY: The Front Desk Agent is primarily responsible for handling all guest interactions and going above and beyond to exceed guest requests. They will often be the first point of contact for guests and is responsible for creating an excellent first impression.
The Front Desk Agent shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the Hotel's Culture.
ESSENTIAL JOB FUNCTIONS:
Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Anticipate guests' needs, respond promptly and acknowledge all guests.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Maintain complete knowledge at all times of:
- all hotel features, services and department hours of operation.
- all room types, numbers, layout, decor, appointments and location.
- all room rates, special packages and promotions.
- daily house count and expected arrivals and departures.
- room availability status for any given day.
- scheduled in-house group activities, locations and times.
- all hotel and departmental policies and procedures.
- Access all functions of the computer system.
- Ensure that current information on rates, packages and promotions is available at the Front Desk.
- Inspect, plan and ensure that all materials and equipment are in complete readiness for service.
- Monitor the hotel front entrance and resolve any congested situations.
- Monitor the check-in and check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
- Monitor communication logs and ensure that guest requests are followed up within specified timelines determined by property guidelines.
- Maintain a neat and presentable Front Desk area.
- Monitor guest mail and ensure that it is processed according to procedures.
- Monitor and ensure that express check-outs are processed through the system.
- Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
- Assist guests with reports of lost or stolen articles, following hotel policy.
- Adhere to hotel requirements for guest and employee accidents or injuries and in emergency situations.
- Contact newly registered guests within specified timelines determined by property guidelines after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.
- Ensure security of guest rooms.
- Performs other duties assigned by supervisor.
Associate is held accountable for all duties of this job and other duties as assigned.
EXPERIENCE & EDUCATION:
- High school diploma or equivalent.
- Prior hospitality experience preferred.
- Previous experience with Windows, Office, and Opera or similar property management system.
JOB REQUIREMENTS:
- Must be a United States citizen or possess a valid work permit.
- Must have excellent phone etiquette.
- Must be able to read, write and speak English.
- Must have strong computer skills.
- Must have strong working knowledge of Microsoft Office programs.
- Must be able to work well under pressure.
- Must be able to accurately follow instructions, both verbally and written.
- Must be highly detailed orientated.
- Must be able to work in a fast-paced environment.
- Must have excellent listening skills.
- Must possesses excellent communication skills.
- Must be professional in appearance and demeanor.
- Must always ensure a teamwork environment.
- Ability to work a flexible schedule that may include evenings, weekends and holidays.
- Must have the ability to deal effectively and interact well with the guests and associates.
- Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
- Must have a passion for creating an exceptional experience for all guests.
- Must have excellent guest and associate relations skills. Skilled in problem solving by identifying the problem and working through it.
- Possess strong leadership, motivational, organizational and verbal communication skills.
- Open availability.
WORKING CONDITIONS:
- Must be able to stand for long periods throughout the shift, with intermittent periods of walking.
- Must be able to occasionally lift, carry, push and pull up to 25 lbs.
- Must be able to perform simple grasping, fine manipulation, and repetitive hand and arm movements frequently, and squeezing and overhead reaching occasionally.
- Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis.
- While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, heat).
- Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, heat).
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Job Type: Part-time
Pay: $19.00 - $20.50 per hour
Benefits:
- Employee discount
- Referral program
Schedule:
- Weekends as needed
Ability to Commute:
- Monterey, CA 93940 (Required)
Ability to Relocate:
- Monterey, CA 93940: Relocate before starting work (Required)
Work Location: In person
