Front Desk Agent- Fairfield Inn Birmingham

JOB DUTIES, MINIMUM QUALIFICATIONS (MONTH/YEARS EXPERIENCE, SKILLS, SPECIAL LICENSE, ETC): SUMMARY: GSAs ensure appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner. Experience in Front Office, PBX, and Concierge preferred. Candidates must be able to work a flexible schedule including but not limited to: evening, weekends, and holidays. Candidate must possess excellent customer service skills and effective written and oral communication skills, also a working knowledge of computers and facsimile machines. Candidate should have the ability to multi-task and the ability to handle stressful situations. Must be flexible to work in various capacities, which include PBX, Concierge, and Front Desk. Professional Experience • Preferably 1 year’s experience in customer service, hotel, food and beverage restaurant administrative, human resources, legal, educational, training, financial, or business related field Computer Experience Proficiency in: • Microsoft Word • Excel • Powerpoint • Data entry • Database management systems Hotel Experience • Uses proper telephone etiquette • Be flexible and willing to perform other tasks as necessary or requested • Wear hotel GSA uniform in compliance with hotel standards TRAINING PROVIDED ON THE FOLLOWING: • Serve as concierge (may make restaurant reservations, provide directions, recommend area attractions, etc.) • Determines a guest's reservation status and identifies how long the guest will stay • Helps guests complete registration and then assigns rooms accommodating special requests whenever possible • Verifies the guest's method of payment and follows established credit-checking procedures • Posts guest and room information in the PMS, and communicates this information to the appropriate hotel personnel • Works closely with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work • Must be sales-minded; uses suggestive selling techniques to sell rooms and to promote other services of the hotel • Presents options and alternatives to guests and offers assistance in making choices • Knows the location and types of available rooms as well as the activities and services of the property • Assists in pre-registration and blocking of rooms for reservations • Thoroughly understands and adheres to proper credit, check-cashing, and cash-handling policies and procedures • Knows room locations, types of rooms available, and room rates • Understands room status and room status tracking • Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms • Takes same day reservations and future reservations when necessary • Knows cancellation procedures • Generates secure room cards • Knows how to use front office equipment • Posts Suite Shop purchases to guest folios • Posts and files all charges to guest, master, and city ledger accounts • Follows procedures for issuing and closing safe deposit boxes • Uses proper mail, package, and message handling procedures • Reads and initials the pass-on log and bulletin board daily • Is aware of daily activities and meetings taking place in the hotel • Attends department meetings • Coordinates guestroom maintenance work with the engineering and maintenance division • Reports any unusual occurrences or request to the manager or assistant manager • Knows all safety and emergency procedures • Is aware of accident prevention policies • Maintains the cleanliness and neatness of the front desk area • Understands that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts Emotional Intelligence • Emotionally competent; able to effectively manage disruptive emotions and impulses; able to stay composed, positive, and unflappable even in trying moments while thinking clearly and remaining focused under pressure • Engage every guest in conversation and recognition • Resolve any guest issue immediately • Promote the hotel by demonstrating a high level of positive attitude and energy to serve our guests • Ability to anticipate guests’ needs • Represents the hotel to the guest throughout all stages of the guest's stay • Embraces and respects diversity and multicultural environment Skills • Excellent communication; orally and written • Requires finger dexterity, grasping, writing, standing for long periods, sitting, walking, repetitive motions, hearing, visual acuity, and may on occasion have to lift and carry up to 40 pounds • Able to stand, sit, and walk, for more than 4 hours Education • Background screening for previous criminal history • Employment may be contingent upon at least 80% score on test on hotel’s reservations system (PMS) after training • At least a high school diploma or G. E. D. Strengths • Mathematical; statistical • Social • * Speaks in guests’ preferred language • Hotel is a smoke-free property • Creativity • Organizational • Administrative • Sales • Curious about the world and people Apply tot his job Apply To this Job