Job Description

Position Title: Front Desk Agent

Reports To: Assistant Front Office Manager/Front Office Manager/AGM

Below are the Core Responsibilities that make up the priority functions and most important responsibilities of this position. These Core Responsibilities are divided into two categories, Job Function and Professionalism and Style Expectations. 

Following the Core Responsibilities is a Physical Requirements category that is also expected of all positions within StepStone Hospitality, Inc.

Each responsibility of this position is assigned a weight that indicates the percentage of the overall job it represents. For performance appraisal purposes, the Core Responsibilities (what the job is; the substance of the job) account for 90% of the overall appraisal score. The other 10% is based on the Professionalism and Style category (how the individual goes about doing the job).

1.  Administration

· Register and assign rooms to guests.

· Issue room key and escort   instructions to Guest Service Agent or directly to guest.

· Sort, and track incoming mail and   messages.

· Transmit and receive messages using   all communication avenues.

· Answer inquiries pertaining to hotel   services, registration of guests, and shopping, dining, entertainment, and   travel directions.

· Keep record of room availability and   rate.

· Compute bill, collect payment, and   make change for guests.

· Make, confirm, and cancel reservations   via all communication avenues. 

· Post charges such as room, food,   liquor, or telephone to guest bill if interface is inoperable.

· Make reservation, transportation, or   entertainment reservations for guest.

· Deposit guest valuables in hotel   safe deposit box.

· Ability to accurately use various   office software.

· Have a full working knowledge and   expertise of each shift including night audit.

2. Support

· Must have a comprehensive knowledge   of the English language to effectively communicate with guests, associates,   and vendors.

· Ability to accurately report   information. 

· Ability to assist with various   office tasks as needed.

· Ability to scrupulously follow all StepStone   and hotel policies and procedures.

· Attend required meetings.

Professionalism and Style Expectations

These are expected of every associate   within StepStone Hospitality, Inc.

3. Personal Effectiveness

· Projects and assignments are   completed thoroughly, professionally, and with care.

· Adjusts to high-pressure conditions   and is open to change.

· Assumes responsibility for personal   growth and development.

· Conducts him\herself (acts and   dresses) professionally at all times; sets standards for all associates.

4. Communication

· Understands and communicates the StepStone   Mission and core values 

· Expresses ideas and conveys   information clearly, effectively, and professionally.

· Actively listens to others.

· Conveys company information,   decision, or problems to appropriate parties on a timely basis.

· Works to resolve disagreements and is   respectful of peers and co-workers.

Physical   Requirements

5. These are required of every associate.

· Minimum lifting of 20 pounds.

· Pushing, bending, stooping, upward   reaching, manual dexterity.

· Hearing, writing, typing.

· Minimum pulling of 20 pounds.

· Other duties may be assigned.