Front Desk Agent Am/Pm Shift

Lanett•Lanett, AL

4d•Onsite

About The Position

RAM Hotels is seeking a friendly and guest-focused Front Desk Agent to join their team. This role is responsible for ensuring a positive guest experience from check-in to check-out, handling guest inquiries, and resolving issues to ensure a memorable stay. The ideal candidate enjoys creating stellar guest experiences and providing excellent customer service in a professional and courteous manner.

Requirements

High-school graduate or equivalent
One year of work-related experience (Customer Service, Hotel Industry, Management, Restaurant Administration, Human Resources, Legal, Educational, Training & Development, Financial – strongly preferred)
Proficient in MS Word, Excel, PowerPoint
Data Entry, Database Management experience
Telephone Etiquette experience
Must have experience with front office equipment
Must be flexible to work varied schedules
Excellent written and oral communication skills
Excellent organization skills
Must have an understanding and ability to perform repetitive tasks
Must have the physical ability to walk, sit, and stand during scheduled shift
Must be able to lift up to 40 lbs.

Nice To Haves

Understanding of the hospitality industry
Previous experience in the hospitality industry
Previous experience as a Guest Services Agent
Bilingual communication skills

Responsibilities

Serve as a Concierge to guests, including making restaurant reservations, providing directions, and recommending area attractions.
Become familiar with the property location, room types, rates, and offered services and activities.
Review guest reservation status and identify length of stay, presenting options and alternatives.
Use suggestive selling techniques to promote rooms and other property services.
Accommodate guests with registration, assign hotel rooms, generate secure room cards, and assist with special requests.
Assist in pre-registration and reservation of rooms for upcoming reservations.
Monitor and track same-day and future reservations.
Understand cancellation procedures and room status tracking.
Verify guest's method of payment and follow established credit-check procedures.
Adhere to credit, check-cashing, and cash-handling policies and procedures.
Post and file all charges to guest master and city ledger accounts.
Follow procedures for issuing and closing safe deposit boxes.
Understand proper mailing, packaging, and message-handling procedures.
Input guest information into the PMS system and communicate information to appropriate hotel personnel.
Ensure the front desk area is clean and presentable.
Post Suite Shop purchases to guest folios.
Review and confirm the pass-on log and bulletin board accuracy daily.
Work closely with the housekeeping department to ensure room status reports are up to date.
Notify housekeeping of early check-ins, late check-outs, special request reservations, and part-day rooms.
Coordinate guestroom maintenance requests with the engineering and maintenance departments.
Be aware that business demands may shift, requiring employees to move from their accustomed shift to other shifts.
Attend departmental meetings.
Be cognizant of daily activities and meetings on the property.
Report unusual occurrences or requests to the Manager or Assistant Manager.
Understand all safety and emergency procedures, as well as accident prevention policies.
Perform other tasks as necessary or required to meet or exceed guest satisfaction.