Hotel Front Desk Guest Services Agent

Providence Hospitality Partners is based in Denver, Colorado, and founded in 2002. We strive to operate hotels where every guest wants to stay, every associate wants to work, and every investor wants to own. We encourage and support each associate to achieve clearly defined objectives, and we pursue a proactive position to enhance the wellbeing in our communities. We provide a corporate culture that values teamwork, a strong work ethic, service to others, and personal balance.

SUMMARY: The Front Desk Agent provides front desk services to guests in a friendly, efficient, and professional manner.

DUTIES AND RESPONSIBILITIES:

• Greets guests and checks them into hotel following established procedures including but not limited to assuring all necessary information is received and entered into computer, obtaining credit card imprint for incidental expenses, informing guests of pertinent hotel policies, issuing room keys, directing guests to rooms and other areas
• Responds to guest questions either in person or over the phone in a courteous and professional manner; provides information including but not limited to directions, shopping, dining, entertainment, hotel services, and safety
• Fulfills guests’ needs, ensuring their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed
• Resolves guest problems/complaints; utilizes own best judgement in resolving issues or refers to management as needed
• Answers hotel internal and external phone calls and provides information as needed; takes messages for hotel guests and assures receipt
• Makes and confirms reservations for future hotel guests following established procedures including but not limited to assuring room availability, obtaining all necessary guest information, obtaining credit card information, assuring guest understands all hotel policies particularly with regard to reservation cancellation.
• Checks guests out of hotel following established procedures including but not limited to computing bills, collecting payment, and providing guest with necessary paperwork
• Maintains front desk area in a clean and orderly fashion
• Possesses and maintains thorough knowledge of hotel and area’s attractions
• Completes all necessary paperwork; maintains files and records
• Performs clerical duties as required including but not limited to filing, photocopying, faxing, and mailing
• Performs other related duties as assigned by management

QUALIFICATIONS:

• Commitment to excellence and high standards
• Excellent written and oral communication skills
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Acute attention to detail
• Strong organizational, problem-solving, and analytical skills
• Ability to manage priorities and workflow
• Excellent customer service skills
• Ability to understand and follow written and verbal instructions
• Professional appearance and demeanor
• Ability to effectively communicate with people at all levels and from various backgrounds
• Bilingual skills a plus

EDUCATION AND EXPERIENCE:

• Prior experience in hospitality industry or equivalent preferred

COMPETENCIES:

• Quality-Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity-Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security-Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Attendance/Punctuality-Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability-Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Continually required to stand, walk, bend, and reach
• Continually required to utilize hand and finger dexterity to operate a keyboard and office equipment
• Occasionally required to lift/push/carry items up to 25 lbs.

SALARY:

HOURS:

BENEFITS:

• Medical, Dental, and Vision Insurance
• Voluntary Short-Term and Long-Term Disability
• Company paid Basic Life and AD&D Insurance
• 401(k) with Company match
• Paid Time Off and State required sick pay
• 8 Paid Holidays
• Hotel discounts by brand