Front Desk Agent

Crestline Hotels and Resorts•Suffolk, VA

12d•Onsite

About The Position

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures. This role is ideal for an outgoing person who enjoys interacting with guests and maintaining a positive attitude.

Requirements

High School Graduate or General Education Degree (GED).
One year previous experience in a similar position in a hotel.
Basic computer skills required.
Outgoing personality.
Ability to maintain a constant smile and positive attitude.

Responsibilities

Assist guests with check-in and check-out.
Answer and process all phone calls.
Handle special requests for services or information.
Resolve guest complaints, ensuring guest satisfaction.
Anticipate guest needs and respond promptly.
Acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Maintain 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 the 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 and report discrepancies to Manager.
Process all check-outs.
Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.