Overnight Front Desk Agent - Malvern, United States - The Desmond Malvern

Description

DEPARTMENT:
Front Office


REPORTS TO:
Front Desk Manager, Night Manager, Guest Services Supervisor


FLSA DESIGNATION:
Nonexempt


POSITION:
Night Audit


POSITION PURPOSE:

Responsible for performing Front Desk operations to ensure the highest level of customer service and guest satisfaction in addition to closing the days operations and resetting the system properly for the next days operations.

ESSENTIAL FUNCTIONS:

• Smile and welcome every guest with appropriate phrase and greetings. Display a friendly and attentive manner during all guests encounters.
• Check guests in to and out of Hotel, and make reservations according to Hotel standard operating procedures.
• Maintain guest confidentiality at all times by following Hotel's SOP in regards to guest safety and privacy.
• Respond to individual needs and requests of guests in a timely and efficient manner.
• Anticipate guests' needs and plan accordingly by daily reviewing arrival/departure reports and by maintaining detailed and clear communication between shifts. Effectively relay communications interdepartmentally as needed to ensure guests' expectations are met.
• Take responsibility for and make sound decisions regarding any problems that may arise related to both guests and staff.
• Monitor and review shuttles according to guests' needs within the guidelines Front Office training manuals.
• Operate phone system and all front office equipment.
• Use proper telephone etiquette.
• Be knowledgeable of Hotel guest rooms, amenities, and general property layout.
• Issue safe deposit boxes to guests as requested following proper issuance tracking methods.
• Provide information pertaining to available services and facilities of the Hotel, points of interest and entertainment attractions. Make reservations for guests if requested.
• Maintain a thorough understanding of and ability to follow all fire and safety procedures for both client/guests and Hotel staff.
• Comply with established Hotel cash and credit card handling procedures. Balance end of shift audit and drop cash accordingly.
• Maintain a high level of cleanliness and safety within the department.
• Interacts positively with guests promoting Hotel facilities and services. Resolve problems to the satisfaction of involved parties.
• Maintain rapport with all departments.
• Be knowledgeable of, understand, and adhere to Hotel core values and mission statement.
• Walk the property to perform security checks.
• Attend yearly/quarterly employee meetings as a representative of the Front Desk.

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Other:

• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the Hotel.
• Grooming: All employees must maintain a neat, clean and wellgroomed appearance according to Hotel policy.

Specific Job Knowledge, Skills, and Abilities:

• The individual must possess the knowledge, skills, and abilities to perform their job 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 skills and abilities.
• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology. Working knowledge of Microsoft Office including Microsoft Word, Excel, and Outlook.
• Basic understanding of accounting principles.
• Ability to walk, stand, and/or bend continuously to perform essential job functions.
• Ability to lift up to 40 lbs. and lift lighter objects overhead.
• Ability to work under pressure and deal with stressful situations.
• Ability to communicate in English both orally and in writing, with guests and employees, some of whom will require high levels of patience, tact, and diplomacy to communicate job functions.
• Ability to defuse anger and to collect accurate information to resolve problems.

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QUALIFICATION STANDARDS:


Education:

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training, or experience that provides required knowledge skills and abilities.

Experience:

Customer Service experience preferred


Licenses or Certificates:
CPR Certification preferred


Job Types:
Full-time, Part-time


Pay:
$ $20.00 per hour


Benefits:

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

Schedule:

• 8 hour shift
• Holidays
• Night shift
• Overtime
• Weekends as needed

Work setting:

• Inperson

Experience:

• Hotel experience: 2 years (required)

Work Location:
In person