Job description

Job Description: Front Desk Agent

DEPARTMENT: Front Office

DIRECT REPORT: GM, FDM

SHIFT: 4 pm - Midnight, 2-3 Days ****16 - 22 HOURS A WEEK*********

Responsible for ensuring 100% guest satisfaction from the moment a guest arrives at the hotel until they check out. Serve as the main point of contact for all guest’s requests and needs and pursuing the issue until a resolution is concluded. The agent must exhibit courteous hospitality always and must be proactive in every area. Duties will include checking guests into and out of the hotel, revenue optimization, fulfilling their requests during their stay, answering telephone inquiries, making reservations, and other duties as assigned. Front desk must have a pleasant attitude and excellent demeanor. Front desk must work well under pressure. Schedule flexibility is necessary. The position is multi-functional across a broad spectrum of guest service responsibilities, including but not limited to: ESSENTIAL FUNCTIONS area that follows.

ESSENTIAL FUNCTIONS

1. Take incoming calls from guests and potential guests. Describe the La Quinta experience. Answer questions or concerns efficiently and tactfully. Use sales techniques to ask for the business. Handle special requests for guests.

2. Book reservations using the proprietary reservations system. Confirm bookings to guests. Complete and enter guest profiles into the reservations system. Establish payment and cancellation deadlines and details. When advised by the General Manager of cancellations due to weather or other operating conditions; call and advise guests of such irregularities and offer alternatives.

3. Respond to inquiries, memos, etc received by mail or e-mail immediately. Proficient in MSWord, MS Excel, and MS Outlook.

4. Act as the ambassador for the hotel as directed. Greet guests, perform check-in duties, handle sundry sales, serve beverages, accompany guests in Lobby Area (only) and assist with any questions or concerns they may have, do pre-check in guest briefings.

5. Responds quickly to requests from guests, supervisors or management in a timely, friendly and efficient manner and follows up to ensure guest satisfaction.

6. Possesses knowledge of reservation and billing systems, maintains and controls room inventory and availability and possesses knowledge of hotel products, rates, and special programs and emergency procedures.

7. Maintains supplies neat and organized to department standards.

8. Log/Maintains security of equipment, keys Lost and Found Items, and supplies issued each day.

9. Provides a professional image at all times through appearance and dress.

10. Follows and enforces company policies and procedures.

11. Identify referrals and send cold leads back to the Director of Sales.

12. Qualify in-house guests.

13. Network and build rapport with guests to uncover new and other business prospects.

14. Develop team member attitude of attentiveness and anticipation of the guest’s needs.

15. Maintain an active and visible position in the local community and industry.

16. Participate in community activities, team member functions and guest events.

17. Coordinate with other hotel departments and personnel, all sales information necessary for the professional execution of commitments.

18. Know the hotel emergency policy and proper administration of issued keys.

Job Type: Part-time

Pay: From $13.00 per hour

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Weekend availability

Ability to commute/relocate:

• Rock Hill, SC 29730: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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