Front Desk Agent

The Hoya Hotel at Georgetown (Crestline Hotels and Resorts)•Washington, DC

11d

About The Position

The Front Desk Agent assists guests with check-in and check-out, answers and processes incoming phone calls, and handles guest requests for services or information in accordance with standard policies and procedures. The role supports positive guest relations, guest satisfaction, accurate processing of payments and guest records, and communication with other hotel departments.

Requirements

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

Responsibilities

Resolve guest complaints and ensure guest satisfaction.
Anticipate guests’ needs, respond promptly, and acknowledge all guests regardless of workload or time of day.
Maintain positive guest relations.
Maintain current knowledge of hotel features and services, operating hours, room rates, packages and promotions, daily occupancy, expected arrivals and departures, and scheduled group activities.
Obtain the assigned bank, verify the accuracy of contracted monies, 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 and enter backup information for guest credit or payment methods, and collect cash when designated.
Direct the Bell Person to escort guests and transport their luggage to their rooms.
Handle overbooked and walk-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 room-status-report discrepancies 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.