Front Desk Agent - Part Time and/or Seasonal

Job Description

The Holiday Inn at The Mainland Manahawkin/LBI located at 151 Route 72 West is currently hiring for a part time and/or seasonal front desk agent. The Front Desk Agent is responsible for attending to the needs of guests and ensuring the highest possible level of guest satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Service

Maintains guest service as the driving philosophy of the operation

Personally demonstrates a commitment to guest service in responding promptly to guests’ needs

Committed to making every guest is satisfied

Meets or exceeds guest satisfaction measures

Ensures hotel standards and services contribute to the delivery of consistent guest service

Implements and demonstrates the Gulph Creek Hotels pillars on a daily basis.

Front Desk Operations

Greet all guests with a smile and positive demeanor (internal and external)

Process guest reservations, registration (check-ins), and departures (check-outs)

Proactively anticipate guest needs and offer assistance at every opportunity

Utilize the HEARS model to solve guest concerns and issues

Respond to all guest requests efficiently

Ensure guest satisfaction by following through on requests and other needs

Provide information to guests about hotel policies, services, and amenities

Provide information, directions, and other assistance as necessary about the local area

Maintain accurate guest information in the hotel property management system including, but not limited to: basic guest information, billing/payment, guest charges, etc.

Handles collection efforts to include but not limited to advance deposits, cancellation, and no-show charges

Responsible for counting and maintaining front desk bank to ensure drawer is at required amount before and after daily shift

Maintain daily logs and checklists

Effectively communicate all pertinent information to other employees within the department

Effectively communicate all pertinent information to other departments (Housekeeping, Security, Maintenance, etc.) regarding room status/availability, guest requests, etc.

Assist in all areas of the operation including PBX, bellman or concierge services, reservations and other areas as requested by management

Maintain regular attendance in compliance with company policy

Maintain high standards of personal appearance and grooming in accordance with company policy

Approach all encounters with guests and employees in a friendly, service-oriented manner

Clean, organize, and maintain work area regularly

Other duties as required

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High School diploma or equivalent

Customer service experience preferred

LANGUAGE AND MATHEMATICAL SKILLS

Ability to read and speak English and comprehend simple instructions, short correspondence, and memos

Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees

Ability to effectively communicate with employees, guests and supervisors for optimum operation of the property

CERTIFICATES, LICENSES, REGISTRATIONS

None required at this time.

PHYSICAL DEMANDS/ WORK ENVIRONMENT

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk, use hands to finger, handle, or feel objects, tools, or controls, talk, and hear

Frequently required to reach with hands and arms

Occasionally required to stoop, kneel, or crouch

Occasionally lift and/or move up to 40 pounds

Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus

Part-time