Job Description

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JOB TITLE: Front Desk Agent

 

EMPLOYER: Best Western River North

 

DEPARTMENT: Guest Services

 

REPORTS TO: Front Office Manager/Manager on Duty

 

 

SUMMARY: The Front Desk Agent is responsible for providing the highest quality service to all hotel guests. The position will interact with guests at various touch points during their stay: check-in, check-out, and various other times. To succeed in this role, candidates should have a passion for customer service and have great communication skills.

 

DUTIES AND RESPONSIBILITIES:

  • Answer phones, take reservations, check guest in and out of the hotel.
  • Ensure daily shift work is completed and assist others when necessary.
  • Complete front office check list.
  • Perform cashiering duties.
  • Assist guests with directions, attractions, dining recommendations, and general customer service inquiries.
  • When not assisting guest or performing duties assigned by the front desk, always remain in the lobby to assist with other guest needs.
  • Maintain knowledge of area restaurants, streets, and attractions to effectively assist guests.
  • Maintain knowledge of hotel amenities such as pool, restaurant, and in-room items. Explain all these features to guests.
  • Other duties as assigned.

 QUALIFICATIONS AND REQUIRED SKILLS:

  • High School Diploma or GED required.
  • Customer service experience highly preferred
  • Excels at operating in a fast-paced environment.
  • Outstanding people skills.

 

COMPETENCIES:

  • Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
  • Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
  • Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
  • Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
  • Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

 

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

  • Continually required to stand
  • Continually required to walk
  • Occasionally required to sit
  • Continually required to utilize hand and finger dexterity
  • Frequently required to climb, balance, bend, stoop, kneel or crawl
  • Continually required to talk or hear
  • Occasionally exposure to outside weather conditions
  • While performing the duties of this job, the noise level in the work environment is usually moderate to loud 
  • The employee must occasionally lift and /or move more than 50 pounds
  • Specific vision abilities required by this job include: Close vision; Distance vision; Color vision; Peripheral vision; Depth perception and ability to adjust focus