Hotel Front Office Agent Location Ferndale, WA : Summary: Responsible for attentive, courteous and efficient service to all guests while effectively using technology to maximize room revenue and occupancy. Qualifications:
High school diploma Valid driver's license Working familiarity with computers License Requirements:
Class II Gaming License Essential Job Functions:
Maintain regular attendance and timeliness. Maintain high standards of personal appearance and grooming, including the proper uniform and nametag/name badge. Uphold hotel/casino policies regarding standards of customer service, safety, and health regulations. Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. Greet and welcome all guests approaching the Front Desk Utilize proper phone etiquette. Know and be able to answer inquiries about hotel services, facilities, hours of operation, restaurants, transportation, entertainment, etc. Note and monitor incoming VIPS, special guests and requests, alerting FD and any necessary departments as needed. Be familiar with all rooms and room types in the hotel, and be able to convey that information in a clear and concise manner. Be aware of rates, packages and special promotions/events and be able to present that information to potential guests. Be familiar with current and future rates, rate plans, discount plans and hotel packages, and be able to convey that information in a clear and precise manner. Including learning and following Signature Reservation training. Ensure logging and delivery of packages, mail and messages to guests and meeting rooms. Fully comprehend and be able to operate all relevant aspects of the property management software, key card system. Follow all cash handling and credit procedures. Handle check-ins and checkouts in a friendly and efficient manner, making sure to follow established policies and procedures for acquiring guest information, form of payment, and settling guest charges. Accurately maintain guest accounts, including responding to billing inquiries from current and departed guests. Be able to operate basic office equipment including pbx/multi-line phones, fax and copy machines, and printers. Responsible for completing bucket checks, shift checklists and any necessary arrival/departure/guest movement/vacant room lists as needed. Balance and prepare individual paperwork for closing of shift according to hotel standards. Maintain highest levels of property and guest security according to property standards. Maintain a clean work area. Attend meetings/training as required by management. Promptly open doors for guests. Provide assistance with guests' luggage. Provide shuttle/transportation services upon request. Perform other duties as required. Physical/Mental Requirements:
Flexible schedule; long hours sometimes required; weekends and holidays required. Light work - lifting and carrying luggage; pushing bell carts; handling cases of supplies Ability to stand and/or be on their feet throughout much of an eight hour shift Must be able to convey information and ideas clearly Must be able to work well in stressful, high-pressure situations; including ability to handle guest complaints and disputes according to policies and procedures while also maintaining a high level of customer service Must be able to maintain objectivity and composure, both with guests and co-workers Must understand financial information and data, and basic arithmetic functions. Working Conditions:
Work is performed indoors, in a climate-controlled environment. Qualifications:
High school diploma Valid driver's license Must be 21 or older. Working familiarity with computers
