Front Desk Agent
Description

The Front Desk Agent serves as telephone reservations operator and as desk agent. The Front Desk Agent greets and welcomes guests to The Cook Hotel and helps create an enjoyable experience at the hotel.


Essential Functions

  • Answers, assists, and directs all incoming telephone calls to appropriate parties in a timely, professional and courteous manner.
  • Performs related clerical work such as typing, filing, and sorting mail distribution accurately.
  • Greets and welcomes guests and provides excellent customer service to all guests of the hotel.
  • Checks in arriving guests, assigns rooms and keys and pays close attention to room availability.
  • Checks out guests and provides feedback options.
  • Collects and distributes messages for guests.
  • Prepares bills and collects payment for visits.
  • Assists in solving billing discrepancies.
  • Answers inquiries regarding hotel area and services.
  • Provides suggestions of places to visit, eat and shop.
  • Serves as assistant group sales agent taking primary information for group sales blocks, sorting by market and directing to appropriate sales agents. Assists with booking group reservations by entering rooming lists and payment information.
  • Cross-trains with Night Audit Manager to serve as relief for that position.
  • Serves a combination of roles, including as back up to Front Office Manager and Inside Sales/Reservation Manager.
  • Performs other duties and tasks as may be assigned from time to time by the Supervisor.
Requirements

MINIMUM QUALIFICATIONS

• A high school degree or equivalent is required.

• A college degree in applicable field: management, operations, communications, hospitality, marketing, or business is preferred.

• 1-2 years working in a hotel/resort, or an office environment within the hospitality, communications, or related University experience preferred

Requires a flexible schedule, including the ability to work evenings, weekends, and holidays.



KNOWLEDGE, SKILLS, AND ABILITIES

• Oral/written communication skills.

• Organization skills.

• Customer/Client Focus.

• Stress Management/Composure.

• Thoroughness.



PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is frequently required to walk; sit; and reach with hands and arms. The employee is regularly required to stand for long periods of time. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.