Job description

Department – Front Office

Reports to – FOS, FOM, Assistant General Manager / General Manager

Welcome. Now that you’re a part of our team, let’s explain the role you'll play!

What’s the job?

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Office Agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free guest experience. You’ll also create the warm atmosphere that makes our hotel guests feel at home in any location.

Your day-to-day

· Be the warm welcome that kicks off a memorable guest experience

· Acknowledge Rewards Club members and returning guests, in person or on the phone

· Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay

· Handle Credit transactions

· Start every stay right by swiftly checking guests in and out – Check IDs, hand out room keys all while using the brand standard processes

· Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns

· Keep a great attitude daily

· Come in ready for teamwork every day

· Follow the company handbook and be a good example for your co-workers

· Ensuring reported room work orders are turned in daily

· Be present and visibly available for guests’ needs

· Take initiative; if you see something, handle it

· Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary

· Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed

· Take pride in your appearance and place as a brand ambassador

· Always know what events and activities are on the day’s schedule

· Monitor and control supplies and amenities, and minimize waste within all areas of your department

· Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service

· May regularly assist with deep cleaning projects

· May have housekeeping/laundry duties

· May assist with other duties as assigned; including but not limited to training new co-workers

· You will have a checklist to complete daily

· Do not stay idle longer than the allotted 15 minute paid break times

What we need from you

· Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to

· Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories

· Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computers

· Flexible attitude to Work Shifts – You may need to work days, nights, weekends, and/or holidays

· Flexible attitude to Departments – You may be asked to work in other Departments with or without notice

· Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all hotels.

Each hotel delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

· True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests

· True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

· True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

· True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL of the duties, responsibilities and/or qualifications of the job.

Job Types: Full-time, Part-time

Pay: From $13.00 per hour

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Night shift
• Weekend availability

Supplemental pay types:

• Bonus pay

Work Location: One location

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