Job Description

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JOB TITLE: Front Desk Agent

LOCATION: TOURISTS hotel

EMPLOYMENT CLASSIFICATION: Hourly, Non-Exempt, Full-Time and Seasonal Part-time

REPORTS DIRECTLY TO: Guest Experience Manager / Front Office Director; Collaborates with: Housekeeping attendants, Maintenance Technicians, F&B staff; Indirectly reports to: General Manager

PAY RATE: $15-16 per hour

JOB SUMMARY:
TOURISTS' goal in all positions is to exceed the expectations of our guests. The Front Desk Agent oversees all front desk activity. This includes checking guests in and out, ensuring all reservations are handled efficiently and accurately, answering calls, anticipating guest needs, and having a confident, pleasant and professional demeanor.

This is a very visible position. All TOURISTS staff are expected to greet all guests in close proximity and make each feel important by providing a genuine welcome. Furthermore, the Front Desk Agent must develop and maintain the company's culture, values and reputation in the public eye, and with all staff, guests, vendors and partners.

Based upon fluctuating demands of the operation, it may be necessary to perform a multitude of different functions not specifically related to this position. The Front Desk Agent may be expected to perform other tasks and duties as needed or as directed. Furthermore, employee responsibilities and job descriptions are subject to review and revision.

RESPONSIBILITIES:
-Comply to shift checklists and Standard Operating Procedures (SOPs)
-Oversee all Front Desk activity
*Check guests in and out in a confident, professional and personalized manner
*Ensure all Individual and Group/Block reservations are handled efficiently and accurately
*Ensure all calls are answered in a courteous, professional and efficient manner
*Provide excellent guest service and hospitality
*Make reservations for guests who call or walk-in for hotel, restaurant, pool, art & adventure, and/or other internal events/departments
-Ensure immediate response is given to any and all guest comments and concerns
*Maintain accurate Daily Log of notes, concerns, and resolutions
*Inform immediate supervisor of concerns or complaints
-Clearly communicate with other departments as needed regarding guest requests and/or concerns, repairs, reservation updates, and operational changes
-Maintain a high level of cleanliness and safety in the work area
-Practice safety with all equipment to ensure safe working conditions
-Act as the person of contact for all guest complaints and concerns in the absence of Guest Experience Manager and Hotel General Manager

EDUCATION & EXPERIENCE:
-Two (2) years related experience in hospitality or service industry
-High School diploma or General Education Degree (GED)

COMPETENCIES:
-Must be able to speak, read, write and understand the primary language(s) of the workplace (English)
-Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals
-Ability to communicate in writing or verbally
-Proficiency in Google Suite: Docs, Sheets, etc
-Guest service
-Attention to detail
-Ability to understand computer programs (i.e. Property Management System)
-Ability to apply concepts of math including: addition, subtraction, multiplication, division, algebra and geometry, using whole numbers, common fractions, and decimals.
-Certificates, licenses, and/or identification cards as required by the U.S. Department of Justice to verify employment eligibility.

TOURISTS is an EEOC Employer.