Front Desk Agent

Essential Functions:

Full Time position / Holidays/ Weekend.Answer the phone and operate the telephone switchboardGreet and welcome all guests in a professional and hospitable mannerRegister guests and assign them a guest roomHave a thorough working knowledge of hotel property management system, InnquestVerify customers' credit, and establish how the customer will pay for their billKeep records of room availability and guests' accounts using the specified computer system Innquest.Working knowledge of all rates, packages, and booking restrictionsReview the reservation transaction reports dailyCompute bills and collect payments from guestsIssue room keys and help guest get all of their luggage to their roomsHave full knowledge of all parking options and charges, always offering luggage assistanceMonitor guest accounts and post chargesReview accounts and charges with guests during the check out processContact housekeeping or maintenance staff when guests report problemsAdvise housekeeping staff when rooms have been vacated and are ready for cleaningKeep in contact with housekeeping to keep accurate records of room statusProfessionally handle guest complaints, solving problems, and follow up using EA service culture standards, apologize and emphasize with guests when responding complaintsReceive and expedite all guest messages, faxes, packages and mail receivedVerify and update room ratesMake and confirm reservations over the phone and those submitted onlineAnswer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directionsRecord guest comments or complaints, referring customers to managers as necessaryMaintain the lobby and sitting area including ensuring the coffee, other beverages and snacks are replenished and maintainedRecording and setting wake up callsHandle all lost and found inquiries efficiently and professionally, following proper guidelinesDeposit guests' valuables in hotel safes or safe-deposit boxesResponsible for safekeeping and issuance of keysResponsible for handling department banksDate-stamp, sort, and rack incoming mail and messagesAttend weekly department meetingsDevise packages and other deals for the upcoming periodsUpdating and maintaining the website- especially when it comes to special stay packages and dealsBe informed of all events taking place at the hotel on a daily basisYield Management implementationPosting bills and charges to the accounts of small groupsAnswer questions for guests both at the front desk and over the phoneMake special deliveries to guest rooms with gift baskets, champagne, and other special ordered food and beverage itemsKnow all safety and emergency procedures, including handling of emergency phone calls and what to do in an emergency situationKeep log of all maintenance problems and inform houseperson of said problemsResponsible for emergency response and evacuation according to company emergency procedures manual

Requirements:

Flexibility to step into whatever role is needed at the time in order to deliver exceptional customer service. This may include taking on job responsibilities outside of this job description and may require assisting other departments in their regular functions.Ability to comply with all hotels policy and procedures.Willingness to work weekends, holidays, and/or flexible hoursAbility to lift 30 lbs.Ability to stand for 8 hrs length of timeAbility to bend frequently during a shiftAbility to work on a computer for 8 hours day.

CompensationThe hourly rate for this position ranges from ___ to ____, depending on experience.BenefitsBenefits are an important part of the total compensation that is offered, providing peace of mind and financial well-being. Ethan Allen is committed to offering a variety of benefits that allow associates to choose whether or not to participate based on personal and family needs. Some of the benefits offered are 401(k) plan (with Employer contributions), two Medical Plans with Prescription Drug Coverage, Health Savings Account (including Employer contributions), Dental Plan, Vision Plan, Basic Group Term Life & Accidental Death & Dismemberment, Supplemental Group Term Life & AD&D Insurance, Dependent Group Term Life Insurance, Short and Long-Term Disability (Full-Time associates only), Business Travel Accident Life Insurance, Flexible Spending Accounts- Health Care & Dependent Care, Commuter Saving Plans- Public Transit & Parking, Voluntary Whole Life Insurance, Voluntary Critical Care Insurance, Voluntary Accident Insurance and Employee Assistance Program. Benefit availability varies based on full-time or part-time employee classification.