Westmont Hospitality Group

Embassy Suites by Hilton Tampa Airport

Front Desk Agent

Job Description

JOB SUMMARY:

The Front Desk Agent performs pre-registration and registration duties for incoming guests. The Front Desk Agent will check guests in and out, make room reservations, and track and report room statuses and rates. The Front Desk Agent must also be available to all guests who need to report a complaint or request a service.

This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.  The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked weekly.

We use email to reach potential candidates who have applied for positions with us. Check your inbox, indeed mail, or junk email folder for emails from us. We also use the telephone. If you have voice mail that’s not set up, please do so to ensure that we can leave a message for you. 

ESSENTIAL JOB FUNCTIONS

Greet customers immediately with a friendly and sincere welcome.  Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.

Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including the number of guests and room rate.  Make an appropriate selection of rooms based on guest needs.  Code electronic keys, certificates, and coupons as appropriate.  Requires continual standing and movement throughout front office areas.

Verify and imprint credit cards for authorization using electronic acceptance methods.  Handle cash; make a change and balance an assigned house bank.  Accept and record vouchers, travelers’ checks, and other forms of payment.  Perform accurate, moderately complex arithmetic functions using a calculator.  Post charges to guest rooms and house accounts using the computer.

Promptly answer the telephone using positive and clear English communication—input messages into the computer.  Retrieve messages and communicate the content to the guest.   Retrieve mail, small packages, and facsimiles for customers as requested.

Close guest accounts at the time of checkout and ensure guest satisfaction.  In the event of dissatisfaction, research and attempts to resolve problems within established guidelines may include turning the problem over to a supervisor.

Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues.  Listen and extend assistance to resolve problems such as price conflicts, insufficient heating, and air conditioning, etc.  Remain calm and alert, especially during emergencies and heavy hotel activity.  Plan and implement detailed steps by using experienced judgment and discretion. Keeps the corridors and service area neat at all times.

Adheres to all company policies and procedures.

Follows safety and security procedures and rules.

Knows department fire prevention and emergency procedures.

Utilizes protective equipment.

Reports unsafe conditions to supervisor/manager.

Reports accidents, injuries, near-misses, property damage, or loss to supervisor.

Provides for a safe work environment by following all safety and security procedures and rules.

All team members must maintain a neat, clean, and well-groomed appearance. (Specific standards outlined in team member handbook).

Assists other Front Desk Personnel when needed.

Perform any related duties as requested by the supervisor/manager.

KNOWLEDGE, SKILLS & ABILITIES

The Hotel may consider an equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicable

• Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills, and abilities.  High school diploma preferred.
• Prior hospitality (hotel) experience is highly preferred.
• Attention to detail and strong communication, organizational, and interpersonal skills are important.
• Considerable skill in using a calculator and preparing moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and help resolve conflicts.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergencies.

EOE/AA/M/F/Vet Disabilities