Skills and Education Required:
- Computer skills a must
- Completion of High School
- Able to work independently as well as a Team
- Comfortable to work alone and over night
- Must be available for shift work
The main focus is to create an overall positive guest experience through interactions with guests which include the reservation process, telephone interactions and email interactions. The Front Desk Agent is expected to go above and beyond to ensure that our guests are treated with world class customer service and create returning guests for the hotel.
The Front Desk Agent is responsible for taking reservations, changing reservations, cancelling reservations and creating a positive first encounter with the hotel through the reservation experience. Top down selling strategies are to be used to capture the highest rate category for the hotel with the guest experience being at the forefront of our operations at all times. Creating meeting room bookings and selling group blocks is also included in this role.
2. Answering a multiline Switch Board
The Front Desk Agent is responsible for answering a multi-line switch board with a three rings or less approach. The calls must be handled with the upmost professionalism and courtesy at all times to ensure the guests need is met in the most positive light.
3. Light Housekeeping duties
The Front Desk Agents will have light duties to ensure that the desk area is clean and tidy. They will also be expected to assist with folding, mopping, sweeping, dusting and cleaning windows when required.
4. Ensuring Pool Checks are done
All Front Desk Agents will be trained how to test the pool and hot tub. Pool Test/Hot Tub tests will need to be completed every two hours in accordance with the Health Unit. During the Testing you must carry a portable phone and you must ensure you are not away from the desk for lengthy periods of time.
5. Lost and Found
The Front Desk Agents will log the Lost and Found items that the Housekeeping Team bring down daily and store in an appropriate locker. The Front Desk will also be responsible for recording items that have been picked up and returned to guest via mail.
6. Choice Privileges Enrollment Assignment
Each FDA will have a weekly assignment of enrollments for Choice Privileges, Choice Hotels loyalty program. It will be expected that this goal is met or exceeded with no exception.
7. Staff Keys
All FDA’s will have a staff key. Keys are to be left at the property at the end of each shift and never taken home. This will be the duty of the FDA to ensure that this the key is left in its spot at the end of each shift.
8. Counting a cash Drawer and Vending Bag and Balancing
At the beginning and end of each shift, each FDA must count and balance the cash drawer and vending bag.
9. All other required duties assigned by the GM or Owner