Front Desk Agent

About the Role

• Greets and registers guests, provides prompt and courteous service, and closes out guest accounts.
• Meets Thompson Nashville's high standards of quality.

Key Responsibilities

• Greet customers immediately with a friendly and sincere welcome.
• Use a positive and clear speaking voice, listen to understand requests, and respond with appropriate action.
• Provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system.
• Confirm pertinent information including number of guests and room rate.
• Make appropriate selection of rooms based on guest needs.
• Code electronic keys and non-verbally confirm the room number and rate.
• Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
• Handle cash, make change, and balance an assigned house bank.
• Accept and accurately record vouchers, traveler’s checks, and other forms of payment.
• Perform accurate, moderately complex arithmetic functions using a calculator.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication.
• Input messages into the computer, retrieve messages, and communicate content to the guest.
• Retrieve mail, small packages, and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction.
• Negotiate compromise in the event of dissatisfaction, which may include authorizing revenue allowances.
• Remain calm and alert during emergency and/or heavy hotel activity, and resolve complications.
• Field guest complaints, conduct thorough research to develop effective solutions, and negotiate results.
• Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Plan and implement detailed steps using experienced judgment and discretion.
• Summon front service/bell assistance to escort guests to their rooms.
• Provide safe deposit boxes for guests by escorting them to the vault, pulling the box, and carrying it to the customer.
• File access slips in alphabetical order.
• Place remarks on room folio indicating occupation of single, double beds.
• Operate facsimile machine to send, receive, and log incoming transmissions.
• Hand-deliver incoming faxes using the message function of the computer when possible.
• Use the photocopier to make copies of items as required.
• File registration cards in room number order.
• Retrieve registration cards from files for each check out.
• Provide instruction and/or guidance for guest and employee safety in fire or other emergency situations.
• Maintain familiarity with all property functions and outlet operations to market property to guests.
• Direct guest flow through the hotel, giving assistance and directions to restaurants and other guest/client facilities.
• Answer questions and offer assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.
• Assist PBX operators or reservations agents as assigned.

Requirements & Tech Stack

• Computer system (for inputting and retrieving information, coding keys, posting charges, inputting messages)
• Calculator (for arithmetic functions)
• Photocopier
• Facsimile machine

Qualifications

• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers with patience, tact, and diplomacy.
• Ability to stand and move throughout front office and continuously perform essential job functions.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Any combination of education and experience equivalent to graduation from high school.
• Minimum bonding standards must be met.
• Maintain a neat, clean, and well-groomed appearance.
• High school diploma preferred.
• Prior hospitality experience preferred.
• Additional language skills preferred.

Physical Abilities

• Inside with protection from weather but not necessarily changes in temperature.
• Confined work area with considerable traffic, frequent interruptions, and noise.
• Periods of standing exceeding 90% of work shift.
• Physical activities include standing, talking, hearing, seeing, sitting, lifting, carrying, pushing, pulling, stooping, kneeling, reaching, handling, fingering, and bending.
• Considerable repetitive motion of hands and wrists as it relates to the use of computer keyboards.