The Mercantile Hotel is looking for an experience Front Desk Agent to join our team. Front Desk Agent's purpose is always to operate the Front Office in a courteous and professional manner. Front Desk Agents are responsible for handling guest requests/concerns, reservations, arrivals, and departures all while providing guests with exceptional customer service.

Qualifications:

• Must have high school diploma or GED.
• Front Office experience is preferred.
• Must be flexible in hours and days worked.
• Must be able to stand for long periods of time.
• Excellent communication skills and proper telephone and guest relations etiquette are a must.
• Understanding of basic Front Office terminology, as well as knowledge of basic Front Office operations.
• Retrieve guest room key from guest
• Request guest comments on their stay
• Process express check outs throughout the shift.
• Must be able to look up OTA’s reservations from their extranet.
• Must have ability to learn quickly
• Greet all customers who approach the Front Desk in a smiling, friendly
• Check-in arriving guests in the most efficient manner possible, following all established procedures and policies.
• Check-out departing guests in the most efficient manner possible, following all established procedures and policies.
• Review arriving reservations for the day early in the shift, checking for special requests, VIP’s, etc., assigning rooms as necessary.
• Pre-register groups that have requested pre-registration.
• Count cash drawer at beginning and end of each shift. Prepare shift deposit accurately, following standard procedures.
• Compare housekeepers report with the folio bucket at the beginning of the PM Shift or when Housekeeping is finished for the day.
• Enter all wakeup calls accurately.
• Record messages and receive mail for arriving and in-house guests. Ensure that message lights are turned on and off as necessary.
• Check all guest folios during each shift, checking for potential credit problems. Ensure that all guests have either sufficient cash balances or authorized credit cards to cover expected charges. Take steps to notify cash customers who have used their credit balances to come and pay on their account.
• Record future reservations for any guest by phone or in person, following all standard procedures. Always check for sold-out dates before promising availability.
• Handle complaints efficiently and courteously. Listen carefully to the guest’s problem. If possible, take immediate personal responsibility to correct the problem. If you cannot correct the problem with available resources, notify your supervisor or the General Manager immediately. Always report the nature of the complaint to the Department Head so that an apology letter or other steps may be taken.
• Post phone charges promptly. Post any other charges incurred by guests during your shift using standard procedures.
• Take each available opportunity to upsell arriving guests to the highest rated room.
• Coordinate with Housekeeping on room statuses frequently during the day, transmitting check out rooms to Housekeeping and receiving ready rooms from Housekeeping.
• Complete Housekeeping Report on PM Shift. Accuracy is very important.
• File folios, registration cards, and reservations cards as necessary.
• Be knowledgeable about scheduled groups and meetings. Take time to read function sheets and reservations in order to be completely familiar with them.
• Maintain fresh coffee in the lobby at all times.
• Coordinate with Maintenance on any guest reported or observed problems.
• Answer telephone efficiently and pleasantly within three rings and with correct phrasing. Determine nature of the call and transfer to proper extension.
• Complete shift checklist before the end of the shift.
• Send and receive faxes as needed.
• Log all reservations in reservations log for your shift.

Benefits

• $250.00 sign on bonus. Must be employed by Innisfree Hotels for 90 days.
• Monthly Front Desk Bonus
• Employee Referral Program $250 will receive a bonus paid through payroll after the referred individual has been employed by Innisfree Hotels for 90 days.

• Medical, Dental, and Vision Coverage
• Short-Term and Long-Term Disability Income
• Term Life Insurance
• Paid Time Off
• 401k Retirement Plan

Job Types: Full-time, Part-time

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Night shift
• Weekend availability

Experience:

• Hotel experience: 2 years (Required)

Work Location: One location

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