Front Desk Agent
Located in the heart of downtown and just a half mile from Inner Harbor, the Crowne Plaza and Radisson Hotel Baltimore Downtown-Inner Harbor gives you easy access to Johns Hopkins Hospital as well as the most charming places in Charm City. The arts and entertainment district is packed with attractions within a half-mile of the hotel, such as Oriole Park at Camden Yards, the National Aquarium, the Baltimore Convention Center and Royal Farms Arena. To visit attractions outside the one-mile radius including DC, head to Penn Station, about a 10-minute drive from the hotel. We are a 703 room hotel with 19K square feet of banquet space. We are in the top 3 largest hotels in the Baltimore area. JOB OVERVIEW: Provides guidance and leadership to Guest Service associates as the Front Desk Supervisor ensuring consistent quality customer service is delivered. REPORTS TO: Front Office Manager/Front Desk Manager ESSENTIAL JOB FUNCTIONS: 1. Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work. Observes performance and encourages improvement. 2. Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions. 3. Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote Crescent and brandspecific marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances. Requires standing and continual mobility throughout front office area. 4. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers 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. 5. Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested. 6. Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered. 7. Communicate both verbally and in writing to provide clear direction to staff. 8. Comply with attendance rules and be available to work on a regular basis. 9. Perform any other job related duties as assigned. REQUIRED SKILLS AND ABILITIES: Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to "pitch-in" and help co- workers with their job duties and be a team player. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. Ability to access and accurately input information using a moderately complex computer system. Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations. Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated. Ability to establish and maintain effective working relationships with associates, customers and patrons.