The Front Office Agent is responsible for providing attentive, welcoming, friendly and efficient service to all guests during check in, throughout their stay, and at check out, while ensuring guest satisfaction with all services. Additionally, The Front Office Agent is responsible for ensuring attentive, welcoming, friendly and efficient communication on the telephone, while answering calls from internal and external guests, dispatching guest requests to various departments and following up to ensure completion.
40% Front Desk - Arrivals, Departures, Reservations, Discrepancies, Disputes and Multitasking
40% Raleigh Services - Converse on phone for long periods of time with guests, communication skills, multitasking, clear penmanship, detail oriented ability to work in a fast pace changing environment, attention to detail, computer knowledge, typing, filing, dispatching and following up on guest requests
15% Ensuring guest satisfaction with all hotel services through written and verbal communication directly with guests and resolving all guest concerns
5% Reporting/Cash Handling - Responsible for maintaining an accurate cash bank, processing cash transactions and ensuring all cash out reports are complete on a daily basis
Must be able to convey information and ideas clearly
Must be able to evaluate and select among alternative courses of action quickly and accurately
Must be able to work well in stressful, high pressure situations
Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes necessity
Must maintain composure and objectivity under pressure
Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary
Must maintain composure and objectivity while under pressure
Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests
Must be able to work with and understand financial information and data, and basic arithmetic functions
Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Upon employment, all employees are required to fully comply with the hotel rules and regulations for the safe and effective operation of the hotels facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
Ensure the maximization of room revenue
Answer all guest inquiries in a timely and professional nature
Be involved in department meeting, planning and execution
Help maintain productivity levels at or above budget standards
Assist guests with safe deposit boxes
Attend meetings/training as required by management
Perform other duties as required by management
Maintain a clean work area
Must be able to speak, read, write and understand the primary language used in the workplace.
Must be able to read and write to facilitate the communication process.
Approach all encounters with guest and employees in a friendly, service-oriented manner
Maintain regular attendance in compliance with hotel standards, as required by scheduling which will vary according to the needs of the hotel
Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working
Comply at all times with hotel standards and regulation to encourage safe and efficient hotel operations
Maintain a friendly and warm demeanor at all times
Employees must at all times be attentive, friendly, helpful and courteous to all guest, managers and fellow employees
Greet and welcome all guest approaching the Front Desk in accordance with hotel standards
Obtain all necessary information when taking room reservations and follow the rate-quoting scenario
Follow proper procedures to all VIP and special guest request
Review Front Office log and trace file daily
Fully comprehend and operate all relevant aspects of all Front Office computer systems
Ensure logging and delivering of all message, packages, and mail in a timely and professional manner to guest and meeting rooms
Be aware of all rates, packages, and promotions currently underway as listed or indicated
Be familiar with all in-house groups
Be aware of all closed out and restricted dates
Follow all "Raleigh" credit and cash handling policies
Be able to complete a bucket check, room rate verification report, and Credit report
Maintain and market promotions and guest programs
Establish and maintain good communication and teamwork with fellow employees and other departments within the hotel
Balance and prepare individual paperwork for closing of shift according to hotel standards
Have knowledge of and assist in all emergency procedures as required
Handle checked in/out in a friendly, efficient and courteous manner
Be able to perform & complete that all tasks and duties on the shift checklist are completed in a timely and efficient manner
Be Familiar with hospitality terminology
Be able to perform all duties of Front Office Agent
Run room status reports in a timely manner and relay necessary information to affected departments and individuals
Answer inquiries from guest regarding restaurants, transportation, entertainment, etc. within the property.
Talking and hearing occurs continuously in the process of communicating with employees, managers, and subordinates.
Vision occurs continuously with the most common visual functions being those of near vision.
Flexible and long hours sometimes required
Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Ability to stand during entire shift