Front Desk Agent
Company: LaQuinta Inn & Suites Burlington
Location: Burlington
Posted on: August 6, 2022
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Job Description:
Job Description Overview Front Desk agents are personally
involved in the daily operations and success of this hotel. The
main aspect of the job is to ensure the guest's stay, from
reservation to check-out, is as efficient and friendly as possible.
We want to exceed our guest's expectations and always go that extra
mile to prove how important they are to our success.
Responsibilities include assisting guests with the check-in and
check-out process, being proficient in local area amenities
(nearest restaurants, gas stations, banks/atms, post offices,
shopping, etc), handling guests' concerns immediately and
requesting management assistance if necessary, having a detailed
knowledge of the hotel amenities including all systems in the guest
rooms (phone systems, internet use, movies, long distance phone
calls, how to work the thermostat, etc), and ensuring, through
their actions, the highest level of guest satisfaction possible.
Front Desk agents must sell the value of our hotel and strive to
earn the most reservations and room sales via phone and personal
contact with potential guests. Excellent communication skills, a
professional positive guest-oriented attitude, ability to multitask
efficiently, ability to use a variety of computer applications,
cash handling experience, a presentable professional appearance,
flexibility with scheduling, motivation to complete training,
ability to maintain easy conversation with the public, great
customer service skills, ability to work in a busy environment and
make judgment calls, possess a clear speaking voice and fluency in
English, as well as time management skills are assets that will
help a Front Desk agent excel at their position. Being bi-lingual
is desirable, but not a requirement of employment. Personality /
Physical Requirements You are often times the first representative
of our hotel that a guest comes in contact with, and as such one of
the most important sources of public relations to our business.
Therefore, confidentiality, cheerfulness, friendliness, honesty,
politeness, and tactfulness are important traits that are expected
at all times. Each guest must know they come first. Negative,
unprofessional comments about guests or other team members should
never be expressed in public or to a guest. Keep the 4 R's in mind;
you must be responsible, reliable, respectful, and responsive.
Light maintenance and custodial work is required as needed. This
could include, but is not limited to, plunging toilets, changing
light bulbs, spot mopping, dusting, and pool chemical checks. You
are responsible for maintaining the appearance and organization of
the lobby, common areas, and behind the front desk. Front Desk
agents may also be called upon to entirely turn over a room in
order to re-sell in the event of a check out after housekeeping has
left for the day. Standing/walking, talking on the phone,
computer/typing, people skills, and lifting up to a maximum of 50
pounds are required daily. Major Duties SMILE Take reservations via
phone or in person. This requires procuring detailed guest
information. Collect as much information about the guest in the
reservation stage so that check in will be expedited. Check guests
in and out in an efficient and friendly manner. Be sure brand
points are added to the reservation at check in. Answer phones
within three rings, route calls, and take messages. Respond
immediately and follow through answering guest requests and
complaints. Offer information, assistance, and directions.
Communicate with other departments to fulfill guest's needs,
delivering exceptional guest service in every guest encounter.
Responsible for cash bank, daily paperwork, balancing cash, credit
cards, and deposits at the end of every shift. Update information
in property management system. Verify bill with guest, post
necessary charges, adjustments, and payments. Coordinate and
communicate all room moves, late check-outs, and stay-overs to
appropriate personnel. Maintain a clear understanding of emergency
procedures and where emergency information is located. Check bucket
and verify information in the property management system. Report to
work at scheduled time in proper, clean uniform with nametag. Other
Duties Inspect all equipment and furniture in your daily work area
for any hazards to employees and guests; report all hazards
immediately to management for repair. Follow established standards,
policies, and work procedures for the Front Desk. Comply with at
all times with franchise standards. Stock gift shop, and do monthly
inventory. Coordinate with housekeeping to ensure total guest
satisfaction. Arrange special services that are requested by
guests. Prevent loss/damage to hotel supplies and property.
Communicate and inform next shift of important facts and
information, write down any pertinent information in the Red Book
Communication Log. Ensure restaurant, area, and public transit maps
are always available for our guests. ALways Remember: If it is
Broken Fix it. If it is Dirty Clean it. If it is on the Ground Pick
it up. Do it right the first time. It is everyone's obligation to
keep our Hotel immaculately clean, inside and out. PLEASE NOTE: The
aforementioned general outline is not to be considered by the team
member as all-inclusive. Team members may be required from time to
time to execute tasks other than those duties specifically defined
above. Should team member be asked to perform such a task, team
member will comply with the request and do so to the best of his or
her abilities. Team member hereby understands and agrees that he or
she will be responsible for performing the duties described above
as well as any tasks so required of him or her.
Keywords: LaQuinta Inn & Suites Burlington, Bellingham , Front Desk Agent, Sales , Burlington, Washington
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