Front Desk Agent

We are seeking an experienced Full-time and Part-time Front Desk Agent who is highly detail oriented and one who can work independently and efficiently with our exclusive clientele. The position is eligible to participate in the gratuity pool program.

****Note: This is not an entry level position and only those with hotel front desk experience will be considered. The candidate we choose must have some experience in and familiarity with hotel front desk systems and procedures.

Summary of Responsibilities:
Reporting to the Guest Services Manager, responsibilities and essential job functions include but are not limited to the following:

• Answer all guest and business incoming phone calls professionally and knowledgeably, through the operation of the main switch board
• Update with PM shift upon arrival to obtain information on late arrivals or other guest and/or maintenance needs
• Read and update Front Desk Log with all weekly updates, directions and Guest requests. Initial after reading.
• Provide all communication necessary by telephone, radio, fax, and email for guest and staff communication
• Will be trained to do Night Audit for only on emergency situations
• Maintain a balanced Petty Cash bag, witness prior shift’s balance, confirm and sign
• Print all billing statements for guests if departing the following day
• Keep the Front desk area clean and organized, and fill all printers
• Maintain stock drawers with printed envelopes for Guest Surveys, Gratuities, Boarding Passes, and Departure Cards, etc.
• Prepare brochure requests and enter questionnaires per procedure
• Complete inventory of back room, front desk, and guest closet, and replenish supplies or notify Front Office Manager of supplies needed
• Print all required marketing and Guest Services materials as requested and cut to size on Stack Cutter
• Take and forward guest(s) concerns/requests, informing of issues regarding guests and function, to management or required departments
• Provide light kitchen requests during the night, including beverages and cold snacks
• Check in all late night arrivals and room them, notifying all departments of their arrival
• Initiate emergency procedure plans when an emergency occurs
• Communicate with all departments/managers regarding room changes, arrival/departure date/time changes and/or guest issues
• Other duties and special projects as needed

Qualifications:

• We are seeking a candidate with a minimum of two years’ experience in a Hotel Front Desk position.
• Proficiency in English (verbal and written), second language an asset
• Experience with hospitality management database software or an equivalent system is preferred.
• Computer literate in Microsoft Window applications an asset
• Must possess a professional presentation
• Strong interpersonal and problem-solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast-paced environment
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Ability to work all shifts including overnight
• Flexible to work as Airport Host and other Front Office/Guest Services positions.

Physical Aspects of Position (include but are not limited to):

• Standing and walking throughout shift
• Kneeling, pushing, pulling, lifting
• Ascending and descending ladders, stairs, and ramps