EMPREGO

Front Office Agent

Sterling Inn & Spa-Niagara Falls, Canada

SALARY:
$16.50 - $19.50 / Hour based on experience
EMPLOYEE BENEFITS:
Employee Discounts

Free Parking

Paid Time Off
JOB OVERVIEW:
Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to any guest or visitor inquiry. Key guest contact position.

REPORTS TO:
Front Desk Manager
KEY RELATIONSHIPS:
Internal: Front Desk Staff, Front Office Management, Hotel Managers, Sales, Housekeeping, Accounting, Engineering.

External: Hotel guests/ visitors, Tour Company Representatives, Transportation personnel, other hotels.
STANDARD SPECIFICATIONS:
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.* Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.
*REQUIRED SKILLS:

  • Ability to input and access data in computer.
  • Ability to understand guest inquires and provide responses.
  • Ability to promote positive relations with all individuals who approach the Front Desk and by telephone.
  • Ability to focus on guests needs, remaining calm and courteous.
  • Ability to think clearly, quickly and make concise decisions.
  • Ability to prioritize, organize and follow up.
  • Ability to work well under pressure with excessive arrivals/departures within any given period.
  • Ability to focus attention on details.
  • Ability to maintain confidentiality of all guests and hotel information.
  • Ability to ensure security of guest room access.
  • Ability to remain stationary at assigned post for extended periods of time.
  • Ability to work cohesively with other departments and co-workers as part of a team.

  • Previous guest relations training.
    ESSENTIAL JOB FUNCTIONS:
    Maintain complete knowledge always of:

  • All hotel features/services, hours of operations.

  • All room types, numbers, layout, decor, appointments, and location.
  • All room rates, discounts, and promotions.
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled daily group activities.
  • Hotel extension numbers.
  • Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
  • Obtain assigned bank and ensure accuracy of contracted monies.
  • Meet with supervisors to review daily assignments and priorities.
  • Meet with departing Guest Service Representatives to review business status and follow up items.
  • Access all functions of computer system according to established procedures and standards.
  • Set up workstations with necessary supplies; maintain cleanliness throughout shift.
  • Answer department telephones within three (3) rings, using correct greeting and telephone etiquette.
  • Promote positive guest relations to all individuals approaching the front desk.
  • Accommodate all requests for information in a congenial manner.
  • Process all guest check-ins according to established hotel requirements.
  • Confirm reservation in system and review all noted information.
  • For guests without a reservation, sell a room type agreed upon.
  • Register guests in computer and generate a registration card.
  • Verify registration card information with guest and acquire signature on the registration card.
  • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
  • Assign guest room.
  • Advise guest of any messages, mail, faxes, etc. received for them.
  • Inform guest of safety deposit boxes and room key procedures.
  • Communicate services and amenities included in packages to guests on packages.
  • Obtain proper identification for tax exempt guests and attach form to registration card.
  • Obtain guest signature for designated paperwork.
  • Maintain guest history files on all guests and pre-room blocks.
  • Communicate VIP arrivals to Housekeeping and Engineering.
  • Set up accurate accounts for each guest checking in according to their requirements (i.e. share withs, separate room/tax/incidentals, comps).
  • File registration cards and vouchers in bucket by room number.
  • Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them.
  • Accommodate room changes expediently.
  • Handle guest complaints according to the six step procedures, ensuring guest satisfaction.
  • Document all guest requests, complaints, or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 15 minutes to ensure completion and guest satisfaction.
  • Take, record, and relay messages accurately, completely, and legibly. Distribute hotel personnel messages to appropriate individuals.
  • Set up guest credit limit on credit card and computer system.
  • Accept and record wake-up call