HOTEL FRONT DESK

SUMMARY:  

Pleasantly greet guests and perform duties to provide guest transactions of check-in, check-out, billing, reservations, phone transfers, and other service and hospitality-related requests to meet Town Pump and brand operational standards. All Front Desk Agents are required to engage in selling hotel rooms over the phone and in person, explaining the amenities, benefits and attempting to close the sale of each inquiry.  Model the Hotel Group Mission Statement “Genuine Hospitality from genuine people committed to providing comfort and service.” 

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

1. Ensure the best possible experience for each guest, within the framework of Town Pump operating guidelines. 

1. Complete all required company and brand-specific training and/or certifications in a timely manner. 

1. Engage in selling hotel rooms over the phone and in person, explaining the amenities, benefits and attempting to close the sale of each inquiry.   

1. Wear uniform (or brand standard top and pants) and nametag at all times while on shift and follow Town Pump’s grooming and appearance guidelines.  

1. Pleasantly greet guests and perform duties to provide guest transactions of check-in, check-out, billing, reservations, phone transfers, and other service and hospitality-related requests. 

1. Complete all tasks and assignments as required by the Daily Front Office checklist.   

1. Maintain secure guest key control and properly administer room keys only to registered guests with photo identification.   

1. Maintain secure master key control by signing out, securing, and signing in master keys. 

1. Maintain proper cash control.  Always keep the cash drawer secure under lock and key. 

1. Collect and post incidental charges to guest rooms (i.e., fax, pet, cleaning charges).      

1. Utilize the Communications Book to maintain shift communications. 

1. Report all known issues with services, equipment, and property; ensure work orders are in place. 

1. Maintain a clean, organized, clutter-free front desk and work area at all times. 

1. May be required to clean public areas, assist with breakfast service, fold laundry, occasionally clean a guest room, and other duties within the hotel.  

1. Maintain a high degree of confidentiality of guest, company, and property information in compliance with Town Pump expectations.  

One of the main focuses of the Front Desk agent is inside sales.  Selling guest rooms is the first and foremost duty of this position.  This includes but is not limited to: 

• Asking guests probing questions 

• Reviewing Reports to look for future business, Prospecting 

• Preparing the daily sales review each shift to memorialize your efforts 

• Tracking missed opportunities for LNRs, Direct Bills, Loyalty Members, Vendors etc. 

• Auditing Guest files to insure proper payment, duplicate reservations etc. (Bucket Check) 

• Obtaining and inputting leads in lead sheet for sales to follow up 

• Utilize leads sheets and meeting room inquiries as needed. 

• Execute sales functions required by management or sales management 

• Meeting loyalty enrollment goals 

Qualification Requirements:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

OTHER SKILLS and ABILITIES:  

• Knowledge of hotel and guest service operations preferred.  

• Experience working with a computer, data entry, and multi-line phone systems preferred. 

• Experience in cash handling and credit cards preferred.  

• Ability to communicate in a courteous, professional manner with teammates, management, and guests.  

• Ability to work independently, with frequent interruptions. 

• Ability to be punctual and work within a flexible work schedule. 

• Have a strong work ethic. Must display a high degree of pride and integrity in job performance.  

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

• Ability to work in an open environment with frequent interruptions and guest interaction. 

• Ability to walk, stoop, climb, and stand for long periods of time. 

• Ability to lift and carry 15-20 pounds regularly and up to 50 pounds occasionally.  

ENVIRONMENTAL DEMANDS: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.   Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

• The noise level in the work environment is usually moderate. 

This position has an initial 365-day (1 year) probationary period. 

Disclaimer:   The list of requirements, duties, and responsibilities is not exhaustive but is the most accurate list for the current job.  Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change, (for example, in the event of emergencies, or changes in personnel, workload, or technical development).