StepStone Hospitality
Position Details
Position Title: Front Desk Agent
Reports To: Assistant Front Office Manager/Front Office Manager/AGM
Core Responsibilities These Core Responsibilities are divided into two categories, Job Function and Professionalism and Style Expectations. Following the Core Responsibilities is a Physical Requirements category that is also expected of all positions within StepStone Hospitality, Inc. Each responsibility of this position is assigned a weight that indicates the percentage of the overall job it represents. For performance appraisal purposes, the Core Responsibilities (what the job is; the substance of the job) account for 90% of the overall appraisal score. The other 10% is based on the Professionalism and Style category (how the individual goes about doing the job).
Administration
Register and assign rooms to guests.
Issue room key and escort instructions to Guest Service Agent or directly to guest.
Sort, and track incoming mail and messages.
Transmit and receive messages using all communication avenues.
Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.
Keep record of room availability and rate.
Compute bill, collect payment, and make change for guests.
Make, confirm, and cancel reservations via all communication avenues.
Post charges such as room, food, liquor, or telephone to guest bill if interface is inoperable.
Make reservation, transportation, or entertainment reservations for guest.
Deposit guest valuables in hotel safe deposit box.
Ability to accurately use various office software.
Have a full working knowledge and expertise of each shift including night audit.
Support
Must have a comprehensive knowledge of the English language to effectively communicate with guests, associates, and vendors.
Ability to accurately report information.
Ability to assist with various office tasks as needed.
Ability to scrupulously follow all StepStone and hotel policies and procedures.
Attend required meetings.
Professionalism and Style Expectations These are expected of every associate within StepStone Hospitality, Inc.
Personal Effectiveness
Projects and assignments are completed thoroughly, professionally, and with care.
Adjusts to high-pressure conditions and is open to change.
Assumes responsibility for personal growth and development.
Conducts him/her self (acts and dresses) professionally at all times; sets standards for all associates.
Communication
Understands and communicates the StepStone Mission and core values
Expresses ideas and conveys information clearly, effectively, and professionally.
Actively listens to others.
Conveys company information, decision, or problems to appropriate parties on a timely basis.
Works to resolve disagreements and is respectful of peers and co-workers.
Physical Requirements
These are required of every associate.
Minimum lifting of 20 pounds.
Pushing, bending, stooping, upward reaching, manual dexterity.
Hearing, writing, typing.
Minimum pulling of 20 pounds.
Other duties may be assigned.
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Reports To: Assistant Front Office Manager/Front Office Manager/AGM
Core Responsibilities These Core Responsibilities are divided into two categories, Job Function and Professionalism and Style Expectations. Following the Core Responsibilities is a Physical Requirements category that is also expected of all positions within StepStone Hospitality, Inc. Each responsibility of this position is assigned a weight that indicates the percentage of the overall job it represents. For performance appraisal purposes, the Core Responsibilities (what the job is; the substance of the job) account for 90% of the overall appraisal score. The other 10% is based on the Professionalism and Style category (how the individual goes about doing the job).
Administration
Register and assign rooms to guests.
Issue room key and escort instructions to Guest Service Agent or directly to guest.
Sort, and track incoming mail and messages.
Transmit and receive messages using all communication avenues.
Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.
Keep record of room availability and rate.
Compute bill, collect payment, and make change for guests.
Make, confirm, and cancel reservations via all communication avenues.
Post charges such as room, food, liquor, or telephone to guest bill if interface is inoperable.
Make reservation, transportation, or entertainment reservations for guest.
Deposit guest valuables in hotel safe deposit box.
Ability to accurately use various office software.
Have a full working knowledge and expertise of each shift including night audit.
Support
Must have a comprehensive knowledge of the English language to effectively communicate with guests, associates, and vendors.
Ability to accurately report information.
Ability to assist with various office tasks as needed.
Ability to scrupulously follow all StepStone and hotel policies and procedures.
Attend required meetings.
Professionalism and Style Expectations These are expected of every associate within StepStone Hospitality, Inc.
Personal Effectiveness
Projects and assignments are completed thoroughly, professionally, and with care.
Adjusts to high-pressure conditions and is open to change.
Assumes responsibility for personal growth and development.
Conducts him/her self (acts and dresses) professionally at all times; sets standards for all associates.
Communication
Understands and communicates the StepStone Mission and core values
Expresses ideas and conveys information clearly, effectively, and professionally.
Actively listens to others.
Conveys company information, decision, or problems to appropriate parties on a timely basis.
Works to resolve disagreements and is respectful of peers and co-workers.
Physical Requirements
These are required of every associate.
Minimum lifting of 20 pounds.
Pushing, bending, stooping, upward reaching, manual dexterity.
Hearing, writing, typing.
Minimum pulling of 20 pounds.
Other duties may be assigned.
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