Front Desk Agent

POSTION:  FRONT DESK AGENT

FLSA DESIGNATION: NON-EXEMPT                      

POSITION REPORTS TO: HOTEL MANAGER

SALARY RANGE: $26.00 -$28.00 per hour

POSITION PURPOSE:

The Guest Service Ambassador will communicate with guests looking to make or cancel hotel reservations. They greet guests on arrival, assign them rooms and suites, issue keys, and collect payment information. The Guest Service Ambassador coordinates housekeeping, bell staff, transport providers and kitchen staff to meet guest requirements.

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

• Greeting guests upon arrival and making them feel welcomed.
• Administering check-ins and check-outs.
• Providing front desk services to guests.
• Assigning rooms and taking care of administrative duties.
• Delivering mail and messages.
• Processing guest payments.
• Coordinating with bell service and staff management.
• Being a source of information to guests on various matters such as transport and restaurant advice.
• Processing meal and beverage requests.
• Accommodating general and unique requests.
• Diffusing conflict or tense situations with guests.

OTHER:

• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.  Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the organization.  In addition, attendance at all scheduled training sessions and meetings is required.
• Upon employment, all employees are required to fully comply with Cipriani rules and regulations for the safe and effective operation of the facilities.  Employees who violate rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions:

• To maintain a good and effective industrial relations climate with Cipriani management, and show a willingness to support any necessary change development of the services’ provided.
• To protect restaurant and diners by adhering to sanitation, safety, and alcohol beverage control policies.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• Requires good communication skills, both verbal and written.
• The ability to communicate clear directions to nearby local attractions, facilities, and services.
• Ability to learn and perform all essential job functions accurately and safely.
• Ability to perform duties within extreme temperature ranges.
• Ability to walk, stand, and continuously perform essential functions for an extended period of time.
• The ability to perform tasks requiring bending, stooping, kneeling, and walking.
• High school diploma or GED, Degree in Hospitality is a plus.
• Good time management and organizational skills.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:

• Most work tasks are performed indoors. Temperature is moderate and controlled by facility environmental systems.
• Must be able to sit and exert well-paced mobility for up to 8 hours in length.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.

QUALIFICATION STANDARDS:

Education: High school diploma or GED.

Experience Required: 2+ Years of proven work experience in hospitality or a related field.

Licenses or Certificates:  Ability to obtain and/or maintain any government required licenses, certificates or permits.

Grooming: All employees must maintain a neat, clean and well-groomed appearance per Company standards.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  Additional functions and requirements may be assigned by supervisors as deemed appropriate. Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer.