Job Description

Job Purpose:

Under the general guidance of the Front Office Manager and/or Assistant Front Office Manager, a Front Desk Agent is responsible for performing all duties connected with arriving and in-house guests. They ensure that all regular and VIP guests receive high quality, personalized service. Front Desk Agents must provide an engaging and dynamic guest experience while maintaining our guest recognition program.

ESSENTIAL DUTIES:

• Greet guests and perform check-in process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, ensuring guest knows location of room and/or has a bell person accompany him/her.
• Always use the 10/5 rule when encountering guests.
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, handling money, processing credit and debit cards, accepting and recording various forms of payment, making change.
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
• Field guest complaints and assist in a resolution for complete guest satisfaction.
• Review occupancy, daily arrivals & departures and identify potential problems with rooms’ activity and take appropriate action.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Assist with PBX operators, bell staff, and front desk agents are performing their daily tasks in accordance to their job requirements and duties.
• Be compliant and understand Mondrian Hotel policies and house rules. Understand hospitality terms.
• Ensure sign off of all Service Standards by Position for Guest Services staff.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Maintain communication with other hotel departments as it pertains to guest services.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Ensure correct and accurate cash handling at the Front Desk.
• Follow and enforce all Mondrian Hotel credit policies.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Complete and send out Mondrian Report when needed and ensure agents are completing daily checklists.
• Keep front desk completely stocked operational materials beginning and end of shift.
• Ensure required pars of all front office and stationary supplies.
• Other duties as assigned

Pay Range: $22.50 - $22.50

Qualifications

EXPERIENCE:

• At least 1 year of progressive experience in a Guest Services role.
• Hotel experience is preferred.
• Must be proficient in Microsoft Word, Excel, PowerPoint, and Outlook.
• Experience in Opera is preferred.

EDUCATION:

• Associate’s or Bachelor’s degree in business, management, or hospitality or related field or equivalent of 3 years relevant work experience required.

WORKING CONDITIONS & PHYSICAL WORK DEMANDS:

• Able to stand and work at a computer keyboard for extended periods of time.
• Able to stoop, kneel, bend at the waist and reach on a daily basis.
• Able to lift and move up to 20 pounds occasionally.
• Regular and on-time attendance is critical.
• Hours occasionally exceed 40 hours per week.
• Ability to stand during shifts

Additional Information

Assimilate into Ennismore’s culture through understanding, supporting, and participating in all Ennismore elements. Demonstrate working knowledge of the service standards. Regular attendance in conformance with the standards, which may be established by Ennismore from time to time, is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property.