Front Desk Agent

Crestline Hotels and Resorts•Virginia Beach, VA

24d

About The Position

The Front Desk Agent assists hotel guests with check-in and check-out, answers and processes phone calls, and handles requests for services or information in accordance with standard policies and procedures. The role focuses on delivering genuine hospitality, responding to guest needs, and maintaining guest satisfaction. The position may provide a path to Front Desk Supervisor, Front Desk Manager, Front Office Manager, Operations Manager, Assistant General Manager, General Manager, and Area Vice President of Operations.

Requirements

High school graduate or General Education Degree (GED).
One year of previous experience in a similar position in a hotel.
Basic computer skills.

Responsibilities

Resolve guest complaints and ensure guest satisfaction.
Anticipate guest needs, respond promptly, and acknowledge guests regardless of how busy it is or the time of day.
Maintain positive guest relations.
Maintain knowledge of hotel features and services, hours of operation, room rates, packages and promotions, daily house count, expected arrivals and departures, and scheduled group activities.
Obtain the assigned bank, ensure the contracted monies are accurate, and keep the bank secure.
Answer department telephone calls within three rings using the correct greeting and telephone etiquette.
Process guest check-ins and verify registration card information with guests.
Obtain backup information for guest credit or payment methods, enter it into the system, and collect cash when designated.
Direct the Bell Person to escort guests and transport luggage to rooms.
Handle overbooked or walked-in guests.
Accept and record wake-up call requests.
Monitor, send, and distribute guest faxes.
Communicate pertinent guest information, including special requests and amenity deliveries, to designated departments or personnel.
Resolve discrepancies on the room status report with Housekeeping.
Match the bucket check to the in-house guest ledger report and report discrepancies to the Manager.
Process guest check-outs.
Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.