Front Desk Agent

POSITION SUMMARY: Provide friendly and efficient registration and front desk needs for all guests while providing the highest level of guest satisfaction. Most shifts are 3:00 pm to 11:00 pm and weekends are a must.When you join the Spottwood’s family, you quickly discover our success is based on delivering a high- quality product and providing unsurpassed service. We do this by working very hard; thinking about our customers and guests’ needs and doing whatever is required. We do it by treating each other and our customers with respect. We do it by acting as a team.The minute you start working with Spottswood Companies, you become an integral part of the company and its future. Every job in our company is important and you will play a key role in our continued growth.

RESPONSIBILITIES:

1. Know your work schedule and follow it with a high degree of reliability.

2. Interact with clients, vendors, and co-workers in a professional and customer service manner.

3. Maintain high standards of personal appearance and grooming.

4. Maintain a clean, neat and orderly work area.

5. Perform your job according to standard operating procedures.

6. Read, understand and follow all policies, procedures and practices as stated in the Employee Handbook.

7. Implement hotel safety and emergency policies and procedures (i.e. evacuation, first aid, etc.) to include removing all safety hazards, following OSHA Hazcom program and safe lifting techniques.

8. Utilize protective equipment, when applicable.

9. Promptly report accidents, injuries, property damage or loss to supervisor.

10. Promptly report substandard (unsafe) conditions to supervisor.

11. Keep accurate communication flowing freely among all hotel departments.

12. Inform management promptly of any work-related problems or guest complaints.

13. Maintain professional, amicable relationships with all resort departments, managers, and staff, as well as vendors, and community and professional contacts

14. Promote excellent guest service throughout the resort by demonstrating friendly, courteous and helpful attitudes toward all guests.

15. Attend all scheduled training classes and meetings.

16. Train and supervise other employees as directed by management.

17. Continue to learn and grow in your position.

18. Perform any reasonable request as assigned or directed by management.

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

20. Arrange for reasonable accommodations for person(s) with disabilities.

21. Assist person(s) with a disability.

22. Comply with all applicable federal, state and local laws and ordinances as they apply to the hotel, guests and employees.

ESSENTIAL JOB FUNCTIONS:

• To provide and maintain standards of excellence in quality and service as established in hotel S.O.P.'s

• To handle proper registration and check out procedures for all guests in accordance with accounting procedures.

• To respond to all guest questions and inquiries in a timely and friendly manner.

• To maximize room revenue and occupancy levels through suggestive selling and yield management techniques.

• To review daily reservations for special requests, comments or instructions and handle appropriately.

• To maintain knowledge of current rates, packages and promotions and administer accordingly.

• To acquire working knowledge of guest rooms, in-house facilities and local information.

• To promote all in-house facilities.

• To handle all reports and paperwork accurately and in compliance with all requirements established regarding cash and check handling, posting transactions, credit cards, deposits, adjustments, corrections, transfers and shift balancing.

• To adhere to key control procedures for all guest rooms.

• To comply with procedures for use of guest safe deposit boxes.

• To assist front office manager, other guest service agents, reservations and PBX operators as needed to ensure smooth operations.

• To prepare and process all daily amenity requests.

• To properly process guest mail, messages and packages to ensure receipt of same by guest.

• To verify housekeeper's report of room status immediately after receiving to ensure status of vacant, occupied and dirty rooms.

• To keep management promptly informed of all problems or unusual matters of significance so prompt action can be taken.

• To communicate effectively with following shift, housekeeping, PBX, engineering and accounting to ensure smooth operations.

• To attend all meetings related to front office operations as prescribed by front office manager.

• To comply with all procedures governing the use and handling of assigned cash bank.

• Must have developed English language skills to accurately and effectively communicate in verbal and written form with guests and employees so as to respond accurately and completely to people to give directions, instructions, information, answer questions and provide service as required.

• Must be able to add, subtract, multiply and divide accurately.

• Must be able to stand for long periods of time with minimum sitting and walking.

• Use of full range peripheral vision.

• Ability to use and operate computers and office equipment.

• Must be able to stoop, bend and twist.

• Must be able to lift, push and pull up to 30pounds with or without an accommodation.

QUALIFICATIONS REQUIRED:

EDUCATION: High School graduate or GED

Pay: From $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Free parking
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person