Front Desk Agent

Shutters on the Beach - Front Desk Agent

POSITION SUMMARY:

• This position is responsible for checking guests in and out of the hotel.  This also includes taking and executing any and all guest requests upon arrival or during their stay.  Handling of cash and credit cards.

EDUCATION AND TRAINING REQUIRED:

• High school diploma or general education degree (GED); or at least one year of related experience and/or training; or equivalent combination of education and experience.

POSITION QUALIFICATIONS: (Requirements are representative of minimum levels of knowledge, skills and/or abilities.)

• Ability to satisfactorily communicate (verbal and written) in English with guests, co-workers and management.
• Ability to read and comprehend simple instructions, short correspondence and memos.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• OPERA System experience Preferred

PHYSICAL REQUIREMENTS:

• While performing the duties of this job, the employee is regularly required to stand, walk, talk and hear.  The employee frequently is required to use hands to finger, handle or feel objects, tools or controls and reach with hands and arms.  The employee is occasionally required to sit.  Shall be able to exert up to 20 pounds of force occasionally and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects.

EQUIPMENT TO BE USED AND OPERATED: Computer, telephone, calculator, fax machine, copier, credit card machine.

WORKING CONDITIONS: Subject to long periods of standing; the noise level in the work environment is usually moderate.

ESSENTIAL JOB FUNCTIONS:

• Coordinates VIP, suite, and returning guest profiles by gathering information prior to check-in either by contacting the guest directly (or through the guest’s travel planner), and enlisting the assistance of all departments (front door, front desk, food and beverage, housekeeping, etc.) in order to deliver the services needed to meet the guest’s request(s).
• Qualifies and orders amenities/gifts (food, flowers, garments, etc) for guests.
• Escorts VIP guests to room; contacts VIP guests after arrival to ensure that all expectations have been met.
• Develop and maintain a return guest program that is financially responsible and unique to Shutters on the Beach.
• Assist with implementation of an “Express Check-in” system, where frequent guests are able to bypass the front desk upon their check-in to the hotel.
• Escort and offer property orientation to VIP and prospective hotel clients.
• Conduct interviews with guests in order to solicit feedback about their experience in the hotel.
• Daily inspections of rooms in order to maintain quality assurance.

MENTAL/EMOTIONAL REQUIREMENTS:

• Must be able to work in a fast paced and customer service-orientated environment; to perform duties under pressure and meet deadlines in a timely manner; to work as part of a team as well as to complete assignments independently; to take instructions from supervisors; to exercise problem solving skills; and to interact with co-workers, supervisors, guests and the public in a professional and pleasant manner.

SAFETY RESPONSIBILITIES:

• Must learn and comply with all Hotel safety rules, must use appropriate safety equipment at all times; must immediately report all unsafe conditions to supervisors; must be familiar with all safety features or equipment, machinery or materials encompassed by job duties; and must check with supervisor if there is a question as to safe procedure to be used for any job function.

ADDITIONAL REQUIREMENTS:

• Employees must fulfill their performance standards of this position and comply with policies, rules and procedures of the Hotel, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees.

This job description is intended to describe the general nature and work responsibilities of the position.  This job description and the duties of this position are subject to change, modification and addition as deemed necessary by the Hotel.  Employees are required to comply with supervisory instructions and perform other job duties, responsibilities and assignments requested by supervisors, managers or other Hotel officials.