Front Office Agent

JOB SUMMARY

The overall objective and purpose of the Front Office Agent position are to provide a warm welcome and hospitable service to our guests. The incumbent is responsible for ensuring a seamless arrival and departure experience and respond efficiently to guest requests. They are to provide the highest level of service in support of the company's mission, core values, standards, and goals.

CORE RESPONSIBILITIES

• Greet and interact with internal and external guests in a genuinely warm and friendly manner using professional and Kessler standard nomenclature
• May assist in housekeeping duties such as cleaning public areas and guest laundry.
• Maintain the integrity of the guests’ privacy, including confidentiality of personal information and key control
• Process check-ins, check-outs, and room assignments
• Coordinate with Housekeeping to track readiness of rooms for check-in
• Communicate parking procedures to guests and visitors and dispatch bell/valet attendants as needed
• Post guest charges and payments, process no-shows, and adjust disputed charges
• Run daily reports and contingency lists. Conduct bucket checks to ensure accuracy
• Verify rate codes and make appropriate adjustments on guest’ invoices
• Block and unblock rooms according to the hotel’s need
• Operate the telephone system, answering calls within three (3) rings, using the correct salutation and telephone etiquette
• Process and respond to wake-up calls according to the standard operating procedure
• Notify guests of messages and record them legibly and completely
• Maintain knowledge of room types, hotel amenities and features, hours of operation, and area attractions
• Respond promptly to questions, concerns, and special requests. The follow-up to ensure the guest is satisfied
• Log guest requests and concerns according to the standard operating procedure. Communicate with departments promptly
• Solve problems proficiently
• Demonstrate effective sales techniques to upsell rooms, amenities, and products
• Maintain a neat and organized work area
• Maintain the integrity of Company proprietary information and protect Company assets
• Maintain complete knowledge in the use of all office equipment, property management systems, and access according to specifications
• Maintain complete knowledge and comply with company policies and procedures
• Maintain neat, clean, and professional appearance according to standards
• Follow all company safety and security policies and procedures. Report accidents, injuries, and unsafe conditions
• Welcome and acknowledge guests with disabilities and follow proper procedures to accommodate needs.
• Develop and maintain a positive working relationship and support the team to achieve our goals
• Attend required training and meetings
• All other duties as assigned, planned or un-planned

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to perform all tasks at the front desk and proficiently use job-related software, property management systems, and office equipment
• Ability to remain calm in various situations, use sound judgment and effectively solve problems
• Ability to read and interpret documents such as safety rules and procedural manuals
• Ability to demonstrate cash handling procedures and calculate figures and amounts such as discounts, commissions, upgrades, and percentages
• Strong written, verbal, and interpersonal skills
• Comprehensive knowledge of office equipment and property management systems

MINIMUM QUALIFICATIONS

• Bachelor’s degree in Business or related training equivalent - required
• 1+ year of relevant work experience in similar scope and title – required
• Experience within luxury brand/markets - required
• Student or graduate of hotel management – preferred

SUPERVISORY RESPONSIBILITIES

• None

WORK ENVIRONMENT

• Must be comfortable working in a shared space, with constant noise, without the use of a private office.
• Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism & collaboration.
• Schedules may vary from week to week based on business demands in excess of or less than 40 hours with or without notice.

PHYSICAL DEMANDS

• While performing the duties of this job, the incumbent is regularly required to see, hear, reach, use fingers to handle and feel, stand, stoop, bend and crouch up to 8 hours daily.
• Push, pull, and lift up to 50 lbs.
• While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane, or other means of transportation, which require sitting, waiting, and standing for long and short periods of time.

Experience

• 1 year(s): 1+ year of relevant work experience in similar scope and title

• Experience within luxury brand/markets

Education

• Bachelors or better

Skills

• Enthusiastic
• Problem Solving Ability
• Team Player
• Guest Service
• Courteous

Behaviors

• Team Player: Works well as a member of a group
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

• Thought Provoking: Capable of making others think deeply on a subject
• Loyal: Shows firm and constant support to a cause
• Leader: Inspires teammates to follow them
• Innovative: Consistently introduces new ideas and demonstrates original thinking
• Functional Expert: Considered a thought leader on a subject
• Enthusiastic: Shows intense and eager enjoyment and interest
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
• Self-Starter: Inspired to perform without outside help
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• Goal Completion: Inspired to perform well by the completion of tasks
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization