Front Desk Agent - Houston, United States - Holiday Inn Express/ Staybridge Suites Houston Galleria Area

Description

Responsible for providing quality guest service as it pertains to all front office operations including but not limited to checking in/out of hotel guests; phone/PBX operations, mail/message service, hotel reservations, concierge services etc.

in a professional and hospitable manner.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Check-in and check-out hotel guests in a confident, professional, and friendly manner.

Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

Provide gracious and efficient telephone service.

Review arrivals noting special requests and blocking rooms as necessary for VIP and group arrivals.

Complete all items as listed on shift checklists.

Ensure proper credit card procedures are followed at all times to include credit card authorization/charging and guest signature on registration slip.

Adhere to all cashiering procedures:
open, secure and balance out shift banks to include the verification of all cash,

Issue guest safety deposit boxes as requested.

Communicate service and amenities of the hotel to guests.

Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity deliver).

Meet with departing Front Office staff to review business status and follow up items.

Provide Concierge service - fluent knowledge of local restaurants, special events, city attractions, and guest amenities.

Knowledgeable of hotel fire and emergency procedures.

Keep the front desk areas clean and well organized.

Assist with reservations calls in a professional manner.

Document maintenance needs and submit to appropriate manager.

Maintain complete knowledge of all hotel features/services, hours of operation.

Knowledge of all room types, numbers, layout, décor, appointments and location; and all room rates, special packages and promotions.

Knowledge of daily house count and expected arrivals/departures and room availability status for any given day.

Prepare any/all reports as directed.

Prepare appropriate housekeeping reports as directed.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Cooperation - Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.

Conflict Resolution - Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.

Diversity - Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; builds a diverse workforce.

Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.

Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

Personal Appearance - Dresses appropriately for position; keeps self well groomed.

Attendance/Punctuality - Is consistently at work and on time; ensures wor