Front office agent job description

Ensure the guest experience is seamless during the arrival and departure process and throughout the stay. Acquaints each guest with room and features.
ESSENTIAL FUNCTIONS

* Completes VIP registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate.
* Ensures guest knows location of room, and arranges for associate to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
* Work with Leader to ensure rooms and services are correctly accounted for within guest statement. Properly accounts for complimentary services provided by the resort, for the guest.
* Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates.
* Greets guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listen to understand requests, responds with appropriate action and provides accurate information such on outlet hours, special VIP programs, events, etc.
* Receives special requests from guests, and forwards requests to appropriate associates for decisions and actions. Establish food safety/sanitation standards in compliance with federal and state regulations.
* Promptly answers the telephone and web inquiries. Inputs messages into the computer and tells other associates of special guest needs.
* Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items as requested.
* Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
* Remains calm and alert especially during emergency situations and heavy resort activity. Plans and implements detailed steps by using experienced judgment and discretion.

QUALIFICATION STANDARDS

EDUCATION

High school graduate or equivalent required. Four year college degree preferred.

EXPERIENCE

One to two years of prior guest service experience are preferred. Prior hospitality experience also preferred. Ability to speak multiple languages is desirable.

Live Your Passion. Add Your Magic.

At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.

We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes.

Front Office Agent

SUMMARY

The Front Office Agent is responsible for hosting our guests during their stay; warm welcome upon arrival, creating unique memories specific to guest personas, creating and maintaining professional relationships with guests to enhance their overall experience. This role will contribute to the organization as an active business partner that is responsible for supporting the company's goals, objectives, vision, mission, and values.

ESSENTIAL FUNCTIONS

Job duties include; although are not limited to:

* Providing excellent customer service and telephone etiquette, and actively aspiring to reach department and property defined goals and objectives
* Hosting and welcoming guests with a friendly and sincere demeanor
* Assisting with guest check-in and out process, as well as folios, invoicing and billing
* Thinking outside the box to own and solve guest stay areas of opportunity. Going above and beyond to recover any service opportunities and exceed guest expectations
* Communicating and partnering with all department leaders and hourly Associates to ensure the guest experience is personalized and executed seamlessly
* Maintaining proper record keeping for guest accounts, being knowledgeable about hotel services and local surroundings in order to answer, respond and communicate with guests regarding questions and requests

QUALIFICATIONS

* High School Diploma or equivalent, Bachelor's Degree preferred
* Minimum of two years' experience in a hotel operations environment
* Minimum of two years' experience in customer service
* Possess basic math skills and have the ability to accurately handle billing
* Ability to communicate clearly and speak, read, write and understand English well
* Advanced skills in Word, Excel, PowerPoint, and Outlook; daily use of nearly all programs will occur

PHYSICAL REQUIREMENTS

Position requires walking and standing most of the working day; must be able to stand and exert well-paced mobility for up to 6 hours in length. Must be able to lift up to 15 lbs. on a regular and continuing basis. Must be able to bend, stoop, squat and stretch to fulfill tasks. Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing.

In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

This position is responsible for performing a variety of guest service activities in an exceptionally friendly, professional and efficient manner commensurate with the demands of a world-class hotel. Registers guests, assigns rooms, settles guest accounts and coordinates with other departments to satisfy guest requests.
Job Specifications
« Minimum Qualifications:

«• Minimum one year Front Desk experience at a comparable quality property preferred
«• General knowledge of hotel departments preferred
«• Excellent communication skills - oral and written
«• Excellent guest service skills
«• Ability to stand for an eight hour shift
«• Ability to work a flexible schedule to include weekends and holidays

Job Duties
Job Specific
• Welcomes and registers guests in an outstandingly friendly, professional, efficient manner
• Whenever possible assigns rooms which satisfy all special requests
• Obtains necessary credit and payment information from guests
• Provides traveler check cashing and foreign currency conversion for Hotel guests
• Coordinates with other Hotel departments to satisfy guest requests
• Provides detailed information about Hotel facilities and operating hours
• Notifies Housekeeping of all special requests, late checkouts, room changes and day use rooms
• Posts charges received by Front Desk from Hotel outlets
• Adheres completely to all Grand Service standards
• Sells rooms in accordance with Front Desk sales strategies
• Receives and transmits guest messages
• Performs check-out and cash handling activities in accordance with all Hotel cashiering and credit policies
• Distributes and coordinates completion of survey cards during guest check-out
• Assists guests with kiosks computers for guest check-in & check-out
• Coordinates room changes for guests
• Issues and provides access and close out for guest safe deposit boxes
• Answers telephone calls and guest inquiries in a friendly, professional manner
• Reads and initials all entries in Front Desk Log Book and all information on Front Desk Bulletin Board
• Reads Group Profiles and Banquet Event information on a daily basis
• Maintains the cleanliness and excellent condition of equipment and work area
• Other duties as assigned

General
• Promotes and applies teamwork skills at all times
• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
• Is polite, friendly, and helpful to guests, management and fellow employees
• Executes emergency procedures in accordance with hotel standards
• Complies with required safety regulations and procedures
• Attends appropriate hotel meetings and training sessions
• Maintains cleanliness and excellent condition of equipment and work area
• Complies with hotel standards, policies and rules
• Recycles whenever possible
• Remains current with hotel information and changes
• Complies with hotel uniform and grooming standards