Front Office Agent
Destination Hotels & Resorts - Cle Elum, WA

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Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements.

Provide information and assistance to all guests and visitors.

ESSENTIAL JOB FUNCTIONS

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Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

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Maintain complete knowledge of correct maintenance and use of equipment.

Use equipment only as intended.

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Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

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Maintain positive guest relations at all times.

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Resolve guest complaints, ensuring guest satisfaction.

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Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

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Maintain complete knowledge at all times of:
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all hotel features/services, hours of operation.

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all room types, numbers, layout, decor, appointments and location.

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all room rates, special packages and promotions.

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daily house count and expected arrivals/departures.

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room availability status for any given day.

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scheduled daily group activities.

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Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.

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Meet with Supervisor to review daily assignments and priorities.

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Meet with departing Front Desk Agent to review business status and follow up items.

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Access all functions of computer system.

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Set up work station with necessary supplies.

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Answer department telephone within specified amount of rings determined by property guidelines, using correct greeting and telephone etiquette.

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Promote positive guest relations to all individuals approaching the Front Desk.

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Process all guest check-ins.

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Confirm reservation in system and review all noted information.

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For guests without a reservation, sell a room type agreed upon.

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Register guest in the computer and generate a registration card.

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Verify registration card information with the guest.

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Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.

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Assign guest room.

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Advise guest of any messages, mail, faxes, etc. received for them.

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Inform guest of room safe and mini-bar key and room key procedures.

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Issue parking passes/validate valet parking tickets.

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Communicate services and amenities of the hotel to guests.

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Obtain proper identification for tax exempt guests and attach form to registration card.

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Direct Bell Person to escort guest and transport their luggage to the room.

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Maintain guest history files on all guests.

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Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

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Set up accurate accounts for each guest checking in according to their requirements (i.e., separate room/tax/incidentals, comp).

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File registration cards and vouchers in bucket by room number.

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Handle overbooked or “walked” guests.

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Accommodate room changes.

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Document all guest requests, complaints or problems.

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Take, record and relay messages accurately, completely and legibly.

Required Qualifications

Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills and abilities.

Previous customer service experience

Compute basic arithmetic.

Fluency in English both verbally and non-verbally.

Provide legible communication and directions.

Ability to:
handle cash and accurately perform payment transactions.

perform job functions with attention to detail, speed and accuracy.

prioritize and organize.

be a clear thinker, remaining calm and resolving problems using good judgment.

follow directions thoroughly.

understand guest’s service needs.

work cohesively with co-workers as part of a team.

work with minimal supervision.

maintain confidentiality of guest information and pertinent hotel data.

input and access information in the property management system/computers/point of sales system.

Preferred Qualifications

Destination Hotels & Resorts - 22 months ago - save job - block
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