Front Desk Agent
Holiday Inn Express - Chesterfield, MI

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General Summary
Providing a lasting first impression filled with the highest quality of hospitality service. Beginning with guest reservations and to continue through the checkout process, it is every employee’s duty and passion to see that all guest needs will be handled in an efficient, gracious and professional manor.

Education/Experience
High school diploma or General Education Certificate is required. Additional studies in hospitality are encouraged.

Knowledge, Skills and Ability
Must have the ability to speak, understand, read and write the English language.

Must be able to multi-task effectively in a busy office and public atmosphere.

Must have the ability to apply appropriate resolution to stressful situations.

Must read and understand the Employee Handbook.

Must be able to follow policy and perform to enhance professionalism in appearance and behavior.

Must be able to compute basic mathematical calculations including addition, subtraction, multiplication, and division.

Must be able to perform basic computer skills (including Excel, Word, and E-Mail).

Duties and Responsibilities
Directly responsible for Guest Satisfaction Scores. Provide the highest quality of service to the guest at all times and exceed guest expectations. Know and live the mission and values of the hotel brand and company.

Maintain a friendly and helpful demeanor at all times. Greet every customer with a smile at 10 feet and a verbal greeting at 5 feet.

Ability to read, analyze, interpret and effectively explain items such as common reports, and guest folios.

Have a thorough knowledge of brand frequent guests rewards program. Execute brand loyalty program standard. Acknowledge status at guest contact.

Know frequent guests by name and their preferences.

Ensure all reservation have full and accurate guest contact information.

Always answer the telephone within three rings with a smile and answer questions accordingly or transfer as needed.

Responsible for counting bank at beginning and end of shift. Report all cash over/shorts to management. Comply with hotel and department accounting procedures.

Open and close shift correctly. Make cash drops in accordance with proper cash handling procedures to ensure rotating banks stay at predetermined amount.

Understand and consistently follow all cash handling procedures including the hotel credit and check cashing procedures.

Ensure all credit cards and cash funds are balanced throughout the shift.

Handle guest mail, messages and safe deposit boxes per SOP.

Offer and properly handle requests for wake-up calls and “do not disturb” requests.

Effectively operate the hotel computer system or property management system upon training.

Execute group reservations, manage blocks and cut off dates.

Develop a thorough knowledge of hotel staff, hotel services, room locations, room rates, amenities, and hotel surroundings (i.e. mall, restaurants, and medical facilities).

Monitor room availability, selling strategies, discounts and frequent guest program benefits.

Understand service recovery program and execute to standards.

Keep breakfast area, lobby and desk clean. Understand that it is every employee’s responsibility to keep the hotel clean and in immaculate condition. This includes light cleaning such as sweeping, mopping, and vacuuming. Complete daily/weekly clean schedule.

Maintain front porte-cochere by picking up trash, cleaning oil leaks, shoveling show, melting ice, etc.

Inform management of any guest or system-related issues.

Read and initial log daily.

Respond to lost and found inquiries.

Follow correct check-in/check-out procedures for all guests.

Assist with Sales and Marketing efforts as directed by management staff.

Possess working knowledge of reservation procedures. Know cancellation and walk procedures.

Ensure security and confidentiality of all guest and hotel information and material.

Notify maintenance and management of maintenance issues.

Practice safety standards at all times and keep the property safe for guests and fellow employees. Use wet floor signs as required. Use personal protective equipment. Report any injuries, unsafe conditions and/or suspicious activity to management immediately.

Set and clean meeting room per reservation requests.

Know how to work and trouble shoot all IT equipment in Meeting Room(s)

Refresh complimentary lobby/breakfast area coffee throughout shift, if applicable.

Assist in Laundry and Housekeeping during slow times and/or as needed.

Complete shift Checklist.

Complete Person-In-Charge responsibilities, as requested.

Have thorough knowledge of emergency procedures and be able to effectively execute emergency procedures.

Must complete Brand and Company Position Training. In addition to on-going training, as assigned by management.

Other duties as assigned.

Working Conditions
Public, business atmosphere, located near building entrance in which temperatures may vary within reason of indoor climates. Lifting and carrying up to 10 lbs. may occur and with assistance, moving up to 50 lbs. Must be able to sit and stand for long periods of time.


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