Front Desk Agent
Company: Embassy Suites
Location: Walnut Creek
Posted on: May 3, 2024
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Job Description:
City, State:Walnut Creek, CaliforniaStarting Pay $18.50/ hrThe
purpose of a GUEST SERVICE AGENT is to serve as the primary contact
for all guests throughout their stay and effectively and
efficiently check guests in and out of the hotel.ESSENTIAL DUTIES
AND RESPONSIBILITIES:Operate the front desk according to standard
operating procedures and with exceptional guest service.Operate
with accuracy the reservation system, check-in and checkout system
and credit card system, following all safety and security
procedures.Check registration (folio) cards for completeness,
accuracy, and legibility. Maintain accurate cash sheet. Responsible
for cash drawer balancing.Operate the switchboard and disperse
calls as required by your shift. Take guest messages and faxes with
accuracy, always noting the date and time of message. Repeat
message back to caller to assure the accuracy of the message. Use
message light to tell guests that they have a message waiting.Know
emergency procedures and how to respond.Never say a guests room
number out loud.Be knowledgeable of hotel promotions.Know room
rate. Also know the amenities of the rooms so you can inform guests
of what to expect in their rooms. Know physical makeup of
building-exterior and interior. Know where the closest shopping,
convenience store and gas station is.Complete daily reports, audits
correspondences etc. as required by your shift.Keep lobby and
office area clean at all times,Set wake-up calls as dictated by
your shift. Prepare room status sheet for housekeeping and update
housekeeping on rooms available to clean as guests checkout or
leave for the day. Take and confirm credit cards for validity and
acceptability. Lock and secure area if leaving the front desk, even
if it is for a moment!Create incident reports for guest injuries /
issues when required.Answer all calls within three (3) rings. All
calls are to be answered in a scripted manner.Take and record
reservations with accuracy. Confirm as requested.Resolve guest
complaints.Maintains regular attendance, is consistently on time,
and observes prescribed work, break and meal periods in compliance
with standards.Maintains high standards of personal appearance and
grooming, which include compliance with the dress code.Performs any
other duties as requested by supervisor.Reasonable accommodations
may be made to enable qualified individuals with disabilities to
perform the essential duties of the position.DESIRED COMPETENCIES,
WORK SKILLS, AND KNOWLEDGETo perform the job successfully, an
individual should demonstrate the following competencies. Other
competencies may be required.Associate demonstrates a high QUALITY
of work:Demonstrates accuracy and thoroughness.Monitors own work to
ensure quality.Provides the best possible service to clients and
customers.Associate demonstrates acceptable PRODUCTIVITY
standardsMeets or exceeds productivity standards.Produces adequate
volume of work efficiently in a specific time.Associate
demonstrates excellent CUSTOMER SERVICE SKILLSResponds to requests
for service and assistance.Demonstrates the desire and ability to
provide high quality service to both internal and external
customers.Solicits customer feedback to improve service.Associate
demonstrates INITIATIVEAsks for and offers help when
needed.Includes appropriate people in decision-making.Associate
demonstrates ACCOUNTABILITY for their job performanceTakes
responsibility for own actions.Performs work with little or no
supervision; works independently.Can be relied upon regarding task
completion and follow up.EDUCATION AND EXPERIENCE REQUIREMENTS:One
year certificate from college or technical school; or three to six
months related experience and/or training; or equivalent
combination of education and experience.Ability to read and
comprehend simple instructions, short correspondence, and
memos.Ability to write simple correspondence.Ability to speak
English fluently.Ability to interpret and perform basic computer
and POS system functions.WORK ENVIRONMENT:The work environment
normally entails the following: Indoor work environment May be
exposed to and use of cleaning chemicals throughout the shift
Minimal to moderate noise levels consistent with hotel
environmentTop of FormPHYSICAL DEMANDS:During the course of
performing the physical demands of this position, associates are
expected to observe and adhere to safety and security procedures,
promoting a safe work environment.The physical activity normally
entails the following attributes.Position is expected to: Stand
more than 2/3 of the time Walk less than 1/3 of the time Sit less
than 1/3 of the time Lift up to 15 lbs Push / pull up to 10
poundsOur company does not discriminate against its associates or
applicants because of race, color, religion, sex, pregnancy,
national origin, ancestry, age, marital status, sexual orientation,
veteran status, physical or mental disability or medical condition.
Equal employment opportunity will be extended to all persons in all
aspects of the employer-associate relationships, including
recruitment, hiring, advancement, compensation, benefits, training,
promotion, transfer, discipline, layoff, recall and termination.
Every reasonable accommodation will be made for disabled
associates.Resumes and applications for employment will be
evaluated on the basis of qualifications to meet the requirements
of the position and ability to perform the requirements of the
position.by Jobble
Keywords: Embassy Suites, Rocklin , Front Desk Agent, Sales , Walnut Creek, California
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