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Front Desk Agent

Company: Avid by IHG
Location: Grovetown
Posted on: November 26, 2022

Job Description:

*Front desk Agent *

Department/Location: Guest Services/Property Level

Accountable To:

1. Front Office Manager/Supervisor

2. AGM/General Manager

*Supervises: No associates*

*Principle Responsibilities & Position Purpose: *

Increase guest satisfaction by providing efficient and courteous guest service in accordance with the standards of the hotel while adhering to guidelines and procedures. Execute selling strategies to enhance the hotel revenue. Responsible for the total front office operation: Acts as Manager on Duty, responds to guests requests, represents hotel in the late evening and early morning hours, maintains thorough communication with management staff. Understands and implements the mission statement, values, and culture at all time.

*Pre-Requisites (Requirements): *

- 1+ years of experience in a branded, quality hotel preferred

-High School diploma or equivalent of same. Associate's or Bachelor's Degree preferred

-Experience in accounting, is preferred

-Must display professionalism and have characteristics of honesty and trustworthiness

- Must have excellent attendance and punctuality

*Work Environment & Context: *

-Must be able to perform major life activities: standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.

-Must be able to stand for eight hours, bend, stretch, and reach

-Long hours sometimes required. Work schedule varies and may include occasionally working on

Holidays, weekends, and evenings

-Must be able to push or pull 60 pounds and lift and/or carry 30 pounds, sometimes requiring the use of step ladder.

-Where applicable, follow approved laundry procedures; ensure understanding of operation of washers and dryers. Assist with folding linen according to proper standards.

*Required Knowledge, Skills, and Abilities: *

*Knowledgeable in: *

-Manager on Duty Functions

-Cash and credit card handling, balancing charges

-Safety and security measures

-Entire property, staff services, hours of operation, type of rooms, locations, rates, and discounts.

-Frequent Stay Program

-Reservations procedures including cancellations and "walking" guest.

-Phone etiquette and answering procedures, be able to answer inquires of shopping, dining,

entertainment and travel directions.

-Daily hotel operations, check daily events, bulletin boards, and be up to date on changes, new

procedures and events.

*Skills: *

Computer literate to thoroughly operate property management system: post charges, compute bills,collect payment, and make change.

*Abilities: *

Multi task, detail oriented, remain service centric

Communicate with guests, co-workers, receiving and transmitting mail, phone and written messages and relay pertinent information using digital log books

Assist with guest issues with professionalism maintaining hospitable attitude.

*Essential Functions: *

Greet and register guests, provide room assignments, maintain guest privacy, and accommodate special request when possible.

Promote and sell services/amenities of the hotel.

Promote repeat business by offering to take future reservations and providing recommendations for alternate same brand-type products.

Be aware of potential sales leads and contacts thorough guest interaction. Report information to the appropriate individual.

Keep housekeeping and other departments informed of any special requests, late check-outs, and special needs areas.

Check all credit cards for validity before the end of the shift.

Learn and utilize PMS, if applicable.

Ensure all cash, check and miscellaneous departments are in balance at shifts end.

Adheres to hotel policies regarding the use of cash banks, drop/deposit logs, etc.

Assist in other areas: F & B front desk is responsible for entirety of setting up, filling, and breaking down breakfast, cleanliness of property wherever assistance is needed for guest satisfaction.

Help maintain a clean and professional lobby, dining area: dusting, vacuuming, sweeping, mopping, cleaning tables, etc.

Have a thorough working knowledge of emergency procedures.

Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately.

Report any unusual occurrences or requests to the manager.

Be flexible in regard to work schedule.

Maintains a favorable working relationship with all other company associates to foster and promote a cooperative and harmonious working climate

Utilize Service Recovery Log and other necessary communication logs from shift to shift.

Receive, check in, and put away daily food and supply deliveries.

Other duties as assigned, or which the associate is capable of performing.

Job Types: Full-time, Part-time

Benefits:
* Employee discount
* Health insurance
* Life insurance
Schedule:
* 8 hour shift
* Evening shift
* Holidays
* Monday to Friday
* Overnight shift
* Weekend availability

Experience:
* Customer service: 1 year (Preferred)
* Hotel: 1 year (Preferred)

Work Location: One location%58047475%

Keywords: Avid by IHG, Augusta , Front Desk Agent, Sales , Grovetown, Georgia

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