Job Description

Front Desk Agent – Full Time/ Part Time

Position Description:

Position has a starting pay of $16.00, increases dependent on experience.

The Front Desk Agent greets guests, processes check-ins and check-outs, issues room keys, answers questions, and resolves guest requests in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations. Processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures. Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management. Reports any deviations from policies, procedures, brand standards and regulations to management.

Complies with all guest service basics such as uniforms, name tags and proper guest greeting. Knowledgeable on hotel facilities and services to assist guests as appropriate. Ensures all communication containing Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations. Impresses guests with quality and timely service in a pleasant and friendly manner.

Schedule:

The company operates 24 hours a day and 7 days a week, so operational demands require variations in shift

days, starting and ending times, and hours worked in a week.

Education and/or Experience:

High school education or equivalent experience. Hotel front desk and customer service familiarity with hospitality industry practices preferred but not required.

Responsibilities:

• Process guest check-ins and room assignments following the hotel’s rate structures, discounts and sell/upsell strategies.
• Accommodate special requests when possible.
• Process check-in/check-out and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures.
• Liase with Housekeeping and Maintenance teams to ensure all rooms are clean and furnished to accommodate guests’ needs.
• Maintain good working relationships and open lines of communication with all other departments.
• Answer the telephone and transfer callers. Answer inquiries about hotel services, in-house events/amenities, directions, local attractions, etc. Assist guests with transportation arrangement needs.
• If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands.
• Manage online and telephone reservations. Take same day and future reservations. Cancel room reservations according to policies and procedures.
• Pre-register, block reservations and, fold/stuff key packets as appropriate,
• Handle and resolve guest complaints. Report all instances of guest dissatisfaction to management for follow-up.
• Ensure release of any Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations.
• Take and place wake-up calls, as needed.
• Run, distribute and file required daily reports as directed.
• On time and at work when scheduled and in proper uniform.
• Attend department meetings as scheduled.
• Consistent professional and positive attitude and actions when communicating with guests and associates.
• Comply with policies and procedures. Practice safe work habits and comply with sanitary, safety, security and emergency procedures. Write shift reports including reports on any incidents of theft, accidents or injuries when assigned. Check with manager / supervisor before leaving work area for any reason.
• Perform special projects and other responsibilities as assigned.
• Any other duties / tasks as requested by management.

Knowledge, Skills and Abilities

• Ability to complete Front Desk Agent duties and process night audit in compliance with Company policies and procedures. Ability to timely compile facts/figures, identify and investigate issues and resolve basic matters. Ability to follow an appropriate course of action based on policies and procedures.
• Consistent professional attitude and behavior with effective listening and communication skills. Ability to work in a fast paced environment, sometimes under pressure, while remaining flexible and efficient.
• Strong English communication skills are required, the ability to speak, listen, write and identify distress signs. Ability to operate a computer, calculator, phone and other office equipment. Ability to satisfy the legal requirements for employment within the jurisdiction. All applicants being offered a position will be asked to authorize a background check in which results must return favorably to proceed with the hiring process.
• Ability to work in a courteous, tactful, and patient manner with hotel guests, other company associates and management including corporate associates, property owners, vendors, suppliers, and other members of the general public conducting business with Larkin Hospitality and its owned and managed properties.
• Ability to communicate effectively and professionally verbally and in writing.
• Ability to work in a fast-pace, high-energy and demanding work environment.
• Excellent time management skills; multi-tasks skills; ability to prioritize and coordinate details.
• Knowledge of hotel operations or ability to learn quickly.
• Ability to work as a team player with all levels of associates.
• Excellent problem analysis and problem-solving skills required.
• Dedicated, hard-working, self-motivated to work independently with little guidance.
• Excellent guest relations skills

Special Requirements:

• Prompt and regular attendance.
• Act as a team leader/player with all levels of staff.
• Professional behavior and appearance.
• Participate in all mandatory job training and meetings.
• Adhere to property policies and procedures, the Employee Handbook, and/or other property or Larkin Hospitality documents.
• Immediately respond to and/or report any suspicious activities, threats, robberies, injuries, etc. by guests, associates, or others to the proper authorities as appropriate and to the GM.

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an associate to successfully perform the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions.

• While performing the duties of this job, the associate is frequently required to sit; regularly use hands to handle, or feel objects, tools, or controls; and talk and hear.
• The associate is regularly required to stand, walk, and reach with hands and arms.
• The associate must frequently lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision and the ability to adjust focus.
• The noise level in the work environment is usually quiet to moderate.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• South Burlington, VT 05403: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person

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