Front Desk Agent

Job description

Job description

Performs all required front desk duties, including but is not limited to the following:

- Follows communications scripts and efficiently and accurately deals with all guests to provide exceptional service and promote good will in a courteous, friendly and helpful manner.
- Uses proper telephone etiquette, adhering to Front Office Standards, answering all calls in a timely and professional manner. Gives priority to telephone reservations over other services while balancing guests’ needs.
- Acts as a host to our guests by searching out opportunities to go above and beyond, to wow the guest; drives customer loyalty by building emotional, individualized connections with customers; anticipates guests’ needs. Maintains constant awareness of hotel promotions and specials. Has a strong familiarity with the hotel and its restaurant and meal plans and is aware of the amenities in the local area.
- Acknowledges all persons who enter the lobby area, makes eye contact and greets guests first.
- Actively seeks opportunities to make an emotional connection with the guest, far surpassing their expectations at every opportunity. This includes delivering requested room amenities to guest rooms, as requested.
- Is familiar with the hotel software/Ernex/key card machine.
- Knows and applies the Monte Carlo Front Desk Procedures Manual.
- Understands the seasonal rates and room classifications, applies appropriate rate pursuant to procedure. Sells rooms to walk-in guests, registers guests using the ARRIVALS and DEPARTURES procedure and assigns rooms, accommodating special requests, whenever possible.
- Provides reservation and rate information, as required.
- Knows and enforces cancellation policies and procedures and maintains inventory of room assignments, reservations and vacancies.
- Knows, understands and promotes the Monte Carlo Inns Diamond Rewards Loyalty program to all guests checking in and out.
- Reviews incoming groups for any special requests, billing patterns and arranges for group arrivals.
- Checks for special requests and meal vouchers, if required.
- Accurately processes all cash and credit card transactions in accordance with

established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank deposit.
- Issues, controls and releases guest safe-deposit boxes.
- Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests and day rooms, etc.
- Conducts regularly scheduled security walks around the interior and exterior of the hotel and coordinates guest room maintenance work with the maintenance department.
- Knows and applies the Health and Safety Manual and follows fire, health and
- Knows and applies the Employee Handbook.
- Knows and applies critical thinking and conflict resolution procedures to solve problems.
- Helps motivate and foster a team atmosphere within the Front Desk Department and hotel as a whole.
- Demonstrates strong organizational skills.
- Attends regularly on time, as scheduled. Follows proper procedures if late or absent, reinforces the Dress Code and presents for work well-groomed, with white shirt, Monte Carlo grey vest, Monte Carlo pin, name tag, black shoes and black pants.
- Maintains neatly organized Front Desk, fully stocked with supplies and ensures

Front Desk Logbook is updated on a daily basis.
- All other duties are assigned by management.

**Job Types**: Permanent, Full-time

**Salary**: From $17.77 per hour

Expected hours: 32 - 40 per week

**Benefits**:

- Dental care
- Extended health care
- Vision care

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus pay

Work Location: In person