Front Desk Agent

Horseshoe Bay Resort • Bethesda, MD

4d • Onsite

About The Position

We are looking for Customer Service minded Guest Services Agents who would be responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. This role involves performing tasks to the highest standards, including greeting guests, completing the registration process, assisting with check-outs, demonstrating thorough knowledge of hotel information, using up-selling techniques, responding to guest inquiries and requests, resolving guest complaints, and relaying messages.

Requirements

• Customer Service minded
• Greeting and registering guests
• Checking guests out of the hotel
• Inputting and retrieving information from the computer
• Confirmation of guest information and room rate
• Selection of rooms
• Coding electronic keys
• Promoting marketing programs
• Providing a welcome packet
• Ensuring guest knows location of room and/or has a bell person accompany him/her
• Enroll guest into Brand Reward program
• Ensuring rooms and services are correctly accounted
• Using the point-of-sale system
• Handling money
• Processing credit and debit cards
• Accepting and recording various forms of payment
• Converting foreign currency
• Making change
• Processing gift certificates and cards
• Thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge
• Answer guest questions and inquiries
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
• Respond to guest inquiries and requests
• Resolve issues in a timely, friendly and efficient manner
• Field guest complaints
• Conduct research and resolve and negotiate solutions for guest satisfaction
• Receive, input, retrieve and relay messages to guests

Responsibilities

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
• Required to enroll guest into Brand Reward program
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
• Receive, input, retrieve and relay messages to guests

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed