Front Desk Agent

Job Description

If you love saying YES and enjoy engaging with the community by leading with ART 21c is the perfect place for you. The starting wage for this position is $16 per hour.

Reports To: Front Desk Supervisor/Front Office Manager

Supervises: None

General Purpose: With the goal of providing a superior experience, the Front Desk Agent is the face and voice of 21c, involved in any and all aspects of the guest experience. The Front Desk Agent is responsible for knowing all property services and amenities, welcoming guests, checking guests in and out, and coordinating the guest experience prior to arrival.

Specific Responsibilities:

Provide accurate and timely information and services to arriving, departing, and in-house guests in a professional and courteous manner. Respond to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.

Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.

Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures to close guest accounts and open the room for the next sale.

Regularly calculates and/or posts monies, receipts, guest accounts, and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.

Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights and increase occupancy and revenue.

Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on the telephone.

Accepts incoming calls, assists outgoing calls, scheduling, setting wake-up calls and paging guests to provide guests with timely and efficient service.

Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.

Maintains a friendly, cheerful, and courteous demeanor at all times.

Processes all guest mail, messages, and scans, receives, sorts, notifies, and distributes to guests to ensure they receive the information in the most timely and accurate manner possible.

Stays up to date on gift shop merchandise, provides guests with information, and processes gift shop sales.

Relays art exhibition information to guests.

Contributes to and maintains established information and communications sources, such as department and front desk logbooks, to enhance department communications and operations.

Provides assistance to other employees and departments to contribute to the best overall performance of the department and the hotel.

Performs other duties as assigned, requested, or deemed necessary by management.

Qualifications:

Knows standard cash handling procedures and knowledge of computerized cash register systems.

Must be fluent in English.

Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.

Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.

Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.

Standard office equipment including but not limited to: telephone, copier, cash register, PC, fax machine, and PBX machine.

Must pass a background check.

Education/Formal Training

High School diploma or equivalent

Experience

Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.

21c Museum Hotels is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristic. The EEO is the Law poster is available here: