Front Office Agent

Primary Responsibilities

• Uphold and adhere to the Hotel Emma Purpose of Being, Service Promises and Values & Behaviors.
• Maintain knowledge of daily house count, arrivals/departures, VIPs, scheduled in-house group activities, locations and times.
• Maintain complete knowledge of guest room types, locations and room numbers/names.
• Be familiar with all Hotel services, features and local attractions/activities to respond to guest inquiries accurately.
• Proactively welcome all guests with a smile and genuine care for their Hotel Emma experience.
• Work closely with the Bellman and/or Valet to announce the name over the radio to welcome the guest by name at check-in.
• Complete all registration procedures, including establishing payment method, confirmation of reservation details, and communication of hotel amenities/services.
• Ensure that all arriving guests are offered assistance by a Bellman; if the guest declines assistance, front desk associate does a welcome tour and walks the guest to their appropriate guest elevator.
• Adhere to all payment, cash handling and credit policies/procedures.
• Interact with other team members in a professional manner, and assist other departments as needed.
• Maintain a house bank, and reconcile all payments at the end of each shift.
• Resolve guest complaints, ensuring guest satisfaction and briefing the Manager on Duty.
• Communicate all pertinent information to the Front Office Manager and Assistant Front Office Manager.
• Report to work for scheduled shift, on time and in uniform, in accordance with company policy.
• Know and comply with all company policies and procedures pertaining to this position and its duties.
• Solicit guest feedback as necessary, and follow up on any issues or concerns in a timely manner.
• Takes pride in personal appearance and follows hotel grooming guidelines.
• Be knowledgeable of all emergency procedures and hotel policies.

• Position requires effective communication with guests and co-workers.
• Ability to present and conduct oneself professionally and emulates the Hotel Emma Culture.
• Twelve months related experience.
• Flexible schedule required, to include AM/PM, weekends and holidays.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Ability to lift up to 20 pounds. Prolonged sitting, standing, and bending without restrictions. Schedule will reflect business demands. Long and unusual hours on occasion. Strong listening skills and empathetic ear for guest related concerns.