Front Desk Agent
Company: Stoney Creek Hotel & Conference Center, Moline, IL
Location: Moline
Posted on: May 9, 2022
Job Description:
Job DescriptionGeneral ResponsibilitiesGreets and registers
guests, provides prompt and courteous service for the entire guest
experience, and closes out guest accounts upon completion of stay
to meet Stoney Creek Hotel & Conference Center high standards of
quality and guest satisfaction. Make a conscious effort to provide
a safe and clean environment through communication with guests,
hotel staff and management. The focus of this job is making
connections with people, motivating, and inspiring them to achieve
results. Poise and an engaging, empathetic communication style
based on natural warmth and enthusiasm is the key to achieving the
goals of this job. The work involves driving toward results by
enrolling the commitment and buy-in of others. While the job
requires strong initiative and self-direction, results are only
achieved with and through people. A sincere appreciation for people
and how they are each uniquely motivated is the foundation for
designing and implementing interactive communication and
decision-making processes. Knowledge and skill in how to
successfully influence and persuade others by understanding how
their individual needs and motivations link to goals is essential.
The job requires a high degree of "selling," whether of ideas and
policies within the organization, or products or services in the
marketplace. The job environment is fast paced and results
oriented. While there is urgency to goal achievement,
responsibility for the achievement of results needs to be shared
and effectively delegated when necessary. Initiating projects and
processes beyond established organization practices will often
require training and developing others and enlisting their support
by using a "selling" rather "telling" communication style. A
self-confident, extroverted style that can enliven, engage, and
positively impact individuals and groups is essential. The job has
a variety of tasks and is dynamic and changing. Supervision
Received/ProvidedThis position is closely supervised by the General
Manager or a designated manager/supervisor but could be required to
work alone at certain times. Essential Duties
- Greet guests or visitors immediately with a friendly and
sincere welcome. Use a positive and clear speaking voice, address
the guest by name, when possible, listen carefully to understand
requests, respond with appropriate action and provide accurate
information. Seek assistance or input from other staff if the
answer to the question or request is not fully known.
- Complete the registration process by inputting and retrieving
information using the hotel computer system, confirming pertinent
information. Select room based on guest needs and availability –
code electronic key(s) needed. Non-verbally confirm the room number
when presenting the room keys in the welcome folder. Provide guests
with directions to the room and list amenities and services
available as directed.
- Verify and swipe credit cards for authorization using
electronic acceptance methods. Handle cash, make change and balance
the assigned house bank. Accept and record vouchers, traveler's
checks, and other forms of payment. Perform accurate calculations
mentally or with the use of the calculator. Post charges to guest
rooms and house accounts using the hotel computer system.
- Maintain complete knowledge at all times of hotel
features/services, hours of operation; room types, numbers, layout,
decor, location; room rates, amenities offered, services available,
special packages and promotions
- Be aware of scheduled in-house group activities, locations, and
times; daily occupancy and expected arrivals/departures; room
availability status for any given day
- Promptly answer the telephone using positive and clear English
communication. Input flags and messages into the hotel computer
system. Retrieve messages and communicate the content to the guest.
Retrieve and log mail, packages and facsimiles for customers and
managers as requested. Communicate guest requests to the
appropriate department.
- Close guest accounts at time of check out and seek feedback
from guests about their stay. In the event of dissatisfaction or
dispute, negotiate a compromise adhering to the guidelines of
management and the goal of achieving complete guest
satisfaction.
- Field guest complaints conducting thorough research to develop
the most effective solutions and negotiate results.
- Meet the uniform and personal grooming standards for the Travel
Advisor position.
- Follow end of shift cash handling procedures; follow key
control procedures Task List
- Confirm pertinent guest information at time of registration
including phone number, address, and number of guests – include
differing last names as required, and room rate. Have a guest
initial and sign registration form.
- Code electronic keys at registration. Follow security
procedures when coding additional keys following registration for
the safety of our guests and the hotel property.
- Provide hotel information on continental breakfast, location of
pool, exercise room, and meeting rooms based on guest knowledge and
experience.
- Follow up registration with a well-timed courtesy call to the
guest room confirming the accommodation and amenities are
acceptable and in good order.
- Listen and extend assistance to resolve problems or concerns
voiced by the guest such as price conflicts, insufficient heating,
or cooling, etc. Remain calm and alert – especially in emergency
situations and heavy hotel activity. Plan and implement detailed
steps by using experienced judgment and discretion. Contact
management to assist as needed but recognize when immediate action
for medical, fire or police assistance is required and act
accordingly.
- Perform elementary housekeeping and maintenance tasks (i.e.,
provide additional linens, plunge toilet) in the absence of staff
members from these departments.)
- Assist guests in making reservations by phone or in person when
Central Reservations is not a better option. Retrieve and enter
TravelClick reservations and cancellations, following up with
proper documentation and filing as trained.
- Review communication logs and ensure that guest requests are
met. Check for repetitive problems and follow through on any
unresolved requests.
- Be willing to audit area hotels daily for status of rooms,
rates, discount rates and packages. Be familiar with the current
list of available locations for walking situations.
- Ensure work orders for maintenance repairs are completed and
submitted to Engineering. Contact Engineering directly for urgent
repairs.
- Operate facsimile machines to send and receive transmissions.
Notify guests of incoming faxes
- Use the photocopier to make copies as required
- File and retrieve guest portfolios utilizing the property
filing system Other Duties
- Attend and participate in all property and department
meetings
- Responsible for proper use of the time clock at the beginning
and end of the shift as well as for required meal break
- Coordinate and/or assist other departments to meet a guest
request
- Train others in the functions and tasks of this position as
requested
- Report on accidents, injuries, near misses and property damage
to supervisor
- Perform special projects based on capabilities and
knowledge
- Other duties as assignedRequired
Education/Certifications/Training/Experience
- High School diploma or GED preferred. Some post high school
education in a field related to hospitality may accelerate
promotional opportunities.
- No prior experience required but preferred
- Read and follow the rules and procedures provided in the
employee handbook Technical Skills and Abilities
- Have knowledge of all hotel emergency procedures especially
fire prevention and emergency procedures
- Be familiar with the computer systems and electronic machines
used to carry out the tasks of this position. Use protective
equipment provided.
Keywords: Stoney Creek Hotel & Conference Center, Moline, IL, Moline , Front Desk Agent, Sales , Moline, Illinois
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