Front Desk Associate / Guest Service Agent

Job Summary
The Guest Service Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Education & Experience

- College course work in related field helpful.

- Experience in a hotel or a related field preferred.

- High School diploma or equivalent required.

- Computer experience required.

- Customer Services experience preferred.

Physical Requirements

- Ability to kneel, crouch, squat, climb, stand, sit, balance, reach, bend, push, pull and walk for prolonged periods

- Ability to type and/or edit data on a keyboard at 45 wpm for extended periods of time

- Ability to sit at a computer workstation for prolonged periods of time

- Ability to perform repetitive tasks with accuracy

- Ability to lift, carry, pull and push up to 30 lbs

- Ability to work in varying temperatures.

- May be exposed to mechanical, electrical, chemical and fume hazards

General Requirements

- Maintain a warm and friendly demeanor at all times.

- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

- Must be able to multitask and prioritize departmental functions to meet deadlines.

- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

- Attend all hotel required meetings and trainings.

- Maintain regular attendance in compliance with Williams Investment Company standards, as required by scheduling, which will vary according to the needs of the hotel.

- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.

- Comply with Williams Investment Company Standards and regulations to encourage safe and efficient hotel operations.

- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

- Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

- Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.

- Must be able to cross-train in other hotel related areas.

- Must be able to maintain confidentiality of information.

- Must be able to show initiative, including anticipating guest or operational needs.

- Ability to read, write and communicate effectively in English, both written and verbal

- Perform other duties as requested by management.

Fundamental Requirements

- Greet and welcome all guests approaching the Front Desk.

- Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).

- Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.

- Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.

- Review Front Office log daily.

- Answer inquires from guests regarding restaurants, transportation, entertainment, etc.

- Follow all cash handling and credit policies.

- 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 the rate-quoting scenario. Be familiar with hospitality terminology.

- Have knowledge of emergency procedures and assist as needed.

- Handle check-ins and checkouts in a friendly, efficient and courteous manner.

- Use proper two-way radio etiquette at all times when communicating with other employees.

- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.

- Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.

- Balance and prepare individual paperwork for closing of shift according to hotel standards.

- Maintain and market promotions and guest programs.

- Maintain a clean work area.