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Town Pump | Big Timber, Montana
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Job Description

FMN502.doc 1
Front Desk Agent
Job Description Summary
Date: October 1, 2016 Dept./Division: Hotel Operations
Position Title: Front Desk Agent Reports To: FDM, AGM, or GM
Loc. Number: Various Supervisor Title: FDM, AGM, or GM
Location/Fl: Field
Employment Status: Full-Time/Part-Time Classification:
Pay Rate: Hourly Exempt:
Non-Exempt: X
Basic Statement of Functions
Summary: Assures the highest possible level of guest satisfaction by providing superior customer service. Responsible for checking guests into and out of the hotel, as well as answering phones and customer inquiries. At the Town Pump Hotel Group we are committed to providing genuine hospitality from genuine people who are committed to providing comfort and service. This means we need team members that demonstrate the following service behaviors:
ï‚· Make a connection with our guests and show them how important they are to us by taking time to acknowledge them in a friendly way.
ï‚· Be helpful to our guests by being familiar with the hotel and the services offered as well as the local area.
ï‚· Take ownership and play your part to get things done to make things easier for guests and your co-workers.
Job Specifications (Qualifications)
High school diploma or general education degree (GED) required. General business or sales skills preferred or equivalent combination of education and experience.
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to speak, write, read, and understand English.
Must be average in math computations. Ability to add, subtract, multiply, and divide. Must be able to perform basic math computations at the 12th grade level.
Experience in the following software: MS Excel, MS Word and company computer based program, PDI.
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Ability to apply commonsense understanding to carry out detailed written or oral instructions.
ï‚· Valid state driver's license.
ï‚· Current CPR/First Aid Certification.
ï‚· Must be in good health; able to smile and always be pleasant.
ï‚· Ability to work varied number of hours per week on a rotating basis. Normally 1st shift is 7:00 a.m. to 3:00 p.m. and 2nd shift is 3:00 p.m. to 11:00 p.m., but may vary from time to time.
ï‚· Must be in uniform at all times.
ï‚· Must display a high degree of pride and integrity in job performance.
ï‚· Ability to learn and comprehend all company policies pertaining to his or her position and employment.
ï‚· Responsible for positively representing and promoting the hotel.
ï‚· Must possess the ability to think on your own and not become upset or frustrated easily- the type of individual who works well under pressure.
ï‚· Ability to listen and comprehend what they have heard.
ï‚· Must always possess the ability to follow instructions. Able to communicate those instructions and ideas both verbally and in writing to subordinates and co-workers while exercising good judgment.
ï‚· Must be a self-starter, have good judgment, and possess the quality of adaptability.
ï‚· Must possess a high degree of confidentiality.
ï‚· Ability to operate computer, calculator, telephone and fax machine.
1. Performs check in and check out of guests. Efficiently handles payments received and balances all monetary transactions in the appropriate accounts.
2. Properly compiles, completes, and distributes reports to all management and relevant staff.
3. Responsible for answering the hotel switchboard in a timely, efficient, and courteous manner.
4. May be responsible for additional guest services which may include, but are not limited to, airport shuttle, minor maintenance and ordering additional room supplies.
5. Handles guest problems and complaints. Serves as an information agent for motel guests.
6. Make time to interact with guests, solicit feedback and build relationships.
7. Responsible for accurate accounting of all guest rooms. Required to communicate pertinent information to co-workers and to management.
8. Performs a variety of clerical and office duties.
9. Responsible for daily execution of reservation check to insure that no revenue is lost due to rooms which are not sold or are overbooked.
10. Must have first-hand knowledge of the physical layout of the entire building.
11. Ensure the lobby and front desk area is clean, organized, visually appealing, and well stocked with all needed supplies.
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12. Should be thoroughly familiar with all emergency procedures with regard to accident, fire, bomb threats, illness of guests, etc.
13. Any other duties as assigned by the Front Desk Manger or General Manager
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ï‚· Ability to lift 30 lb. regularly and 50 lb. occasionally.
ï‚· Ability to stand, climb, stoop, bend, lift, carry, etc.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ï‚· Ability to work in an open office environment with frequent background noise.
ï‚· Ability to work in a pleasant, well-lighted atmosphere.
Disclaimer: The list of requirements, duties, and responsibilities is not exhaustive but is merely the most accurate list for the current job. Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change (for example, emergencies, changes in personnel, workload or technical development).
Prepared by: __________________________________________ Date: ____________
Supervisor reviewed: ___________________________________ Date: ____________
Final Review for File: __________________________________ Date: ____________

About Town Pump

Town Pump Inc. is a privately held Montana owned and operated business dedicated to providing excellence in customer service and hospitality at a fair and competitive price. We are "team oriented" and "result driven". Town Pump Inc. is committed to: Providing our customers excellence. Our entire business is based on being the best at providing customers' quality and value and therefore we value our customers above all and continually respond to their changing needs. Providing our team opportunities for personal and professional growth through our long-standing commitment to train, develop and promote from within. We recognize it is our team's contributions that strengthen our ability to compete, prosper and grow. Fulfilling our responsibility to give back to Montana communities by providing financial support to social programs through charitable and corporate giving. Building our resource base of personnel, technology and property to sustain our efficiencies and allow for future development. Protecting and preserving our environment by investing in state of the art leak detection and leak prevention equipment. Town Pump is ever vigilant of environmental safety through our commitment to employ the best technologies available. Town Pump's standards exceed federal and state environmental regulations.

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