Front Desk Agent - Homewood Suites Mission Valley/Zoo

Coury Hospitality•San Diego, CA

About The Position

The Front Desk Agent is a highly visible role that directly contributes to the guest experience. This position welcomes and assists guests, visitors, and staff in a warm, courteous, and professional manner; manages guest registration and check-out; promotes hotel services and amenities; and provides helpful information. The role requires a strong commitment to guest satisfaction, effective communication, teamwork, and the ability to work quickly and accurately in a fast-paced environment.

Requirements

Ability to communicate clearly and pleasantly in spoken and written English, in person and by telephone.
Strong customer-relations skills and a commitment to guest satisfaction.
Ability to interact comfortably with the public and handle guests who are angry or upset.
Professional appearance and demeanor.
Knowledge of computer keyboard and printer operation, and ability to enter information accurately and efficiently into computer systems.
Previous cashier experience and basic accounting skills.
Ability to work quickly and thoroughly under pressure and attend to multiple tasks at once.
Knowledge of hotel facilities and features and the surrounding area and communities.
Ability to maintain excellent attendance and punctuality.

Nice To Haves

Customer service experience.

Responsibilities

Greet guests and visitors promptly and professionally, and proactively offer assistance.
Register guests with advance reservations and assist visitors seeking accommodations.
Set up accurate guest accounts according to preferences, including room type and payment details.
Accommodate room changes efficiently.
Maintain strong knowledge of hotel rates, promotions, room types, services, amenities, restaurant offerings and hours, and the hotel's historical significance.
Inform guests about city attractions, community events, and nearby areas of interest.
Resolve guest issues and respond to special requests; report service failures to management and provide appropriate service recovery.
Settle guest accounts at check-out, process payments, and follow accounting and cash-handling procedures.
Answer questions from guests, visitors, and coworkers courteously and provide accurate, helpful information.
Maintain proper key control and follow security measures.
Participate in safety and security training and follow life-safety, emergency, and fire-evacuation procedures.
Work cooperatively with front office and administrative staff, including Valets, Bellman, Sales, and Accounting.
Communicate relevant guest information, such as special requests and amenity deliveries, to designated departments or personnel.
Handle lost-and-found items properly.
Report accidents, injuries, unsafe conditions, and maintenance issues to management or maintenance.
Wear the required uniform and meet professional grooming standards.
Maintain the confidentiality of guest and hotel information.
Participate in ongoing training and perform other duties as assigned.