Front Desk Agent

4 days ago

Niagara Falls, Canada Sterling Inn & Spa Full time

**SALARY RANGE**:
$16.50 - $19.50/hour
- based on experience

**BENEFITS**:
Employee Discounts

Free Parking

Paid Time Off

**JOB OVERVIEW**:
Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry. Key guest contact position.

**REPORTS TO**:
Front Desk Manager

**KEY RELATIONSHIPS**:
**Internal**: Front Desk Staff, Front Office Management, Hotel Managers, Sales, Housekeeping, Accounting, Engineering.

**External**: Hotel guests/ visitors, Tour Company Representatives, Transportation personnel, other hotels.

**STANDARD SPECIFICATIONS**:
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.** **Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.

**REQUIRED SKILLS**:

- Ability to input and access data in computer.
- Ability to understand guest inquires and provide responses.
- Ability to promote positive relations with all individuals who approach the Front Desk and by telephone.
- Ability to focus on guests needs, remaining calm and courteous.
- Ability to think clearly, quickly and make concise decisions.
- Ability to prioritize, organize and follow up.
- Ability to work well under pressure with excessive arrivals/departures within any given period.
- Ability to focus attention on details.
- Ability to maintain confidentiality of all guests and hotel information.
- Ability to ensure security of guest room access.
- Ability to remain stationary at assigned post for extended periods of time.
- Ability to work cohesively with other departments and co-workers as part of a team.
- Previous guest relations training.

**ESSENTIAL JOB FUNCTIONS**:
**Maintain complete knowledge always of**:

- All hotel features/services, hours of operations.
- All room types, numbers, layout, decor, appointments, and location.
- All room rates, discounts, and promotions.
- Daily house count and expected arrivals/departures.
- Room availability status for any given day.
- Scheduled daily group activities.
- Hotel extension numbers.
- Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
- Obtain assigned bank and ensure accuracy of contracted monies.
- Meet with supervisors to review daily assignments and priorities.
- Meet with departing Guest Service Representatives to review business status and follow up items.
- Access all functions of computer system according to established procedures and standards.
- Set up workstations with necessary supplies; maintain cleanliness throughout shift.
- Answer department telephones within three (3) rings, using correct greeting and telephone etiquette.
- Promote positive guest relations to all individuals approaching the front desk.
- Accommodate all requests for information in a congenial manner.
- Process all guest check-ins according to established hotel requirements.
- Confirm reservation in system and review all noted information.
- For guests without a reservation, sell a room type agreed upon.
- Register guests in computer and generate a registration card.
- Verify registration card information with guest and acquire signature on the registration card.
- Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
- Assign guest room.
- Advise guest of any messages, mail, faxes, etc. received for them.
- Inform guest of safety deposit boxes and room key procedures.
- Communicate services and amenities included in packages to guests on packages.
- Obtain proper identification for tax exempt guests and attach form to registration card.
- Obtain guest signature for designated paperwork.
- Maintain guest history files on all guests and pre-room blocks.
- Communicate VIP arrivals to Housekeeping and Engineering.
- Set up accurate accounts for each guest checking in according to their requirements (i.e. share withs, separate room/tax/incidentals, comps).
- File registration cards and vouchers in bucket by room number.
- Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them.
- Accommodate room changes expediently.
- Handle guest complaints according to the six step procedures, ensuring guest satisfaction.
- Document all guest requests, complaints, or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 15 minutes to ensure completion and guest satisfaction.
- Take, record, and relay messages accurately, completely, and legibly. Distribute hotel personnel messages to appropriate individuals.
- Set up guest credit limit on credit card and computer system.
- Accept and record wake-up ca

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