Front Desk Agent

Position

Front Desk Agent 13556
DDC - Tucson, AZ

Position Summary:

Under direct supervision of the Front Desk Supervisor, welcomes and serves guests in a courteous, efficient and friendly manner with check in, check out and other related services. Maintains confidentiality of all information.

• Registers guests, collects payment and records data pertaining to payment funds and expenditures.
• Assigns accommodations to guests.
• Resolves hotel guests complaints.
• Executes emergency procedures in accordance with hotel standards.
• Answers inquiries concerning travel routes, recreational facilities, scenic attractions and dining establishments.
• Answers incoming calls, greets callers, provides information, transfers calls and/or takes messages as necessary.
• Assists guests in making any future reservations.
• Handles and verifies all complimentary vouchers for any comp rooms are received.
• Answers guest questions about property. Upon request, arranges medical aid for hotel guests via the Security Office.
• Complies with all cash and credit card handling procedures.
• Wears proper uniforms at all times.
• Upholds the hotel’s commitment to hospitality.
• Contributes to a teamwork environment and accomplishes related results as required.

• Performs other duties as required.

• Education and Experience:
  
  High school diploma or GED plus one year of hotel front office operations and/or customer service.
• Must be 18 years of age or older.
• Working knowledge of computers and ability to type 25 words per minute.
• Must be able to successfully pass a pre-employment drug/alcohol screen and background investigation; obtain and maintain gaming license.
• Knowledge of principles and practices of customer service in a hotel environment.
• Knowledge of computer and fax/copier utilization in business operations.
• Knowledge of surrounding areas and points of interest.
• Ability to read, write and communicate clearly in basic English; bi-lingual in English/Spanish is helpful but not required.
• Ability to demonstrate outstanding guest service at all times.
• Ability to work a flexible schedule including weekends and holidays.
• Professional appearance and conduct.
• Ability to apply basic mathematical skills.
• Ability to solve practical problems and deal with a variety of concrete variables in situations with limited standardization.
• Ability to multitask and interpret a variety of instructions in written and oral form.
• Ability to maintain confidentiality.
• Skill in utilizing hotel reservation software.
• Typing speed of a minimum of 25 words per minute.

While performing the duties of this job, the employee is required to stand; use of hands and fingers to handle or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk. The employee occasionally is required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

Work is generally performed indoors in a hotel setting with a moderate noise level. Evening, graveyard, holiday and/or weekend work are required. Extended hours and irregular shifts are also required.