Front Desk Agent

Crestline Hotels and Resorts•Fort Lauderdale, FL

19d•Onsite

About The Position

The Courtyard by Marriott Ft Lauderdale East/Lauderdale-by-the-Sea is seeking an energetic and outgoing Front Desk Agent to join their guest team. This role is responsible for assisting guests with check-in and check-out, handling all phone calls, and managing special requests in accordance with standard policies and procedures. The position offers potential career paths leading to management roles within hotel operations.

Requirements

High School Graduate or General Education Degree (GED).
One year previous experience in a similar position in a hotel.
Basic computer skills required.

Responsibilities

Assist guests with check-in and check-out.
Answer and process all phone calls received.
Handle all special requests for services or information.
Resolve guest complaints, ensuring guest satisfaction.
Anticipate guests needs, respond promptly and acknowledge all guests.
Maintain positive guest relations at all times.
Maintain complete knowledge of hotel features/services, hours of operation, room rates, special packages and promotions, daily house count and expected arrivals/departures, and scheduled daily group activities.
Obtain assigned bank and ensure accuracy of contracted monies, keeping bank secure at all times.
Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
Process all guest check-ins, verifying registration card information with the guest.
Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
Direct Bell Person to escort guest and transport their luggage to the room.
Handle overbooked or walked in guests.
Accept and record wake-up call requests.
Monitor, send and distribute guest faxes.
Communicate pertinent guest information to designated departments/personnel.
Resolve discrepancies on the room status report with Housekeeping.
Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
Process all check-outs.
Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.