September 16, 2024

Fairfield Inn Birmingham - RAM Hotels

Birmingham

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