JOB SUMMARY: Under normal supervision, The Front Office Desk Agent will be the primary contact for guests staying at Patient Housing during their stay and will assist with check-in as well as navigating the ANTHC campus.
Operate the front desk following the ANTHC Patient Housing policies and procedures. Greet every guest who approaches the Front Desk with a cheerful Hello and Welcome before the guest speaks.
Upholds the ANTHC Patient Housing commitment to hospitality, be attentive, friendly, helpful and courteous attitude to all guests and co-workers. Empathetically listen to and understanding guest concerns. Encourage guests to complete Guest Satisfaction surveys.
Maintain a professional appearance and attitude putting guest satisfaction first. Maintain a clean and pressed uniform including name tag.
Communicate consistently with other Agents, Supervisors, and Managers. Work closely with Housekeeping, Food & Beverage, Security, Ronald McDonald House, and other partners to improve guest service and satisfaction. Coordinate daily activities with fellow Front Office Desk Agents.
Understand and enforce all Fire and Life Safety procedures. Remain current with all updates to Policies and Procedures. Remain current with all training.
Maintain accurate room status information and communicate same to Patient Housing partners. Maintain security of all Patient Housing keys, returning any keys issued at the end of each shift.
Assist with the development and implementation of Front Office departmental metrics. Operate all aspects of the Patient Housing Front Office computer system with accuracy. Understand and use all available Front Office computer system reports.
Performs other duties as assigned.
KNOWLEDGE and SKILLS
Knowledge of customer service concepts and practice
Knowledge of the Privacy Act of 1974 and HIPPA Privacy Rule Act of 1966.
Knowledge of state, federal and public/private insurance including Medicare/Medicaid
Knowledge of Alaska Native culture and Alaska Tribal Health System.
Skill in assessing and prioritizing multiple tasks, projects and demands.
Skill in oral and written communication
Skill in operating a personal computer utilizing a variety of software applications.
Skill in operating multiple line telephone systems.
MINIMUM EDUCATION QUALIFICATION
High School Diploma or GED equivalent.
MINIMUM EXPERIENCE QUALIFICATION
Non-supervisory - Two (2) years of Hospitality or Hotel front desk, or similar work experience involving a significant amount of customer service. An equivalent combination of relevant education and/or training may be substituted for experience.
PREFERRED EXPERIENCE QUALIFICATION
Four (4) years of front desk/hotel experience or 1 year of front desk/hotel supervisory experience.
May be required to work outside the traditional work schedule including evenings, weekends and holidays.
MINIMUM PHYSICAL REQUIREMENTS
The following demands are representative of those that use be met by an employee to successfully perform the essential functions of the job. Must be able to lift a minimum of 50 pounds. Ability to stand, walk or sit for varied periods of time. May be required to bend, twist and reach. AMNC is not a latex free environment; therefore some latex exposure can be expected.