The Front Desk Agent represents the hotel by providing the highest quality of service to guests. The Front Desk Agent will be responsible for the daily operations of the front desk under the direction of the Front Office Manager and in alignment with the brand standards.

POSITION: Front Desk Agent

REPORTS TO: Front Office Manager

ESSENTIAL FUNCTIONS:

Provide exceptional guest service, remain highly visible and readily available for guests at all times.

Follow all cash handling and credit policies.

Program wake-up calls.

Communicate shift information to managers and associates both verbally and in writing via email log.

Have knowledge of emergency procedures and assist as needed.

Report any emergency situations to the Front Office Manager, Manager on Duty, or the General Manager.

Ensure logging and delivery of packages, mail, and messages to guests and meeting rooms.

Use proper telephone etiquette.

Be aware of daily activities and meetings taking place in the hotel.

Assist in preregistration and blocking of rooms for reservations.

Know room locations, @types of rooms available, and room rates.

Be sales-minded. Present options and alternatives to guests and offer assistance in making choices.

Use suggestive selling techniques to sell rooms and promote other services of the hotel.

Understand room status and room status tracking.

Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late checkouts, early check-ins, special requests, and day use rooms.

Perform cashier-related functions like posting charges to guest accounts, processing paid outs, and reconciling postings at the end of the shift.

Process guest check-outs.

Coordinate room maintenance requests with the Engineering department.

Possess a working knowledge of the reservations department. Take same-day reservations and future reservations when necessary. Know cancellation policies and procedures.

Thoroughly understand and adhere to proper credit and cash handling policies.

Report any unusual occurrences or requests to the manager or assistant manager.

Know how to use front office equipment.

Read company-assigned email daily.

Know all safety and emergency procedures and be aware of accident prevention policies.

Maintain the cleanliness and neatness of the front desk area.

Understand that business demands dictate how the schedule is made, meaning a rotating schedule, as well as additional or fewer than normal hours.

REQUIREMENTS:

High School Diploma or equivalent.

Must speak, read, write, and understand English.

Minimum one year of hotel front desk experience.

Hotel experience preferred.

Basic math or accounting skills.

Must have good problem-solving skills.

Flexible and long hours sometimes required.

Must be able to lift, push, move, or pull objects weighing up to 25 lbs.

This role is available at the following locations:

Four Points by Sheraton Philadelphia City Center

1201 Race Street

PhilaBST

STARBOARD MANAGEMENT

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Front Desk Agent