Front Desk Agent - Hotel Indigo West Chester

ONIX GROUP LLC•West Chester, PA

8d•Onsite

About The Position

The Front Desk Agent represents the hotel to the guest throughout all stages of the guest's stay. This role is crucial for guest satisfaction and requires a professional and courteous demeanor. The Front Desk Agent will be responsible for managing guest reservations, check-ins, check-outs, and ensuring all guest needs are met. This position also involves coordinating with other hotel departments to ensure smooth operations.

Requirements

High school graduate or equivalent.
Minimum 1-year previous front desk experience, preferably in a large volume property.
Hotel computer experience.
Ability to type 30-35 wpm.
Excellent verbal and written communication skills.

Responsibilities

Determine a guest's reservation status and identify how long the guest will stay.
Help guests complete registration cards and assign rooms accommodating special requests whenever possible.
Verify the guest's method of payment and follow established credit-checking procedures.
Place guest and room information in the appropriate front desk racks and communicate this information to the appropriate hotel personnel.
Work closely with the housekeeping department in keeping room status reports up to date and coordinate requests for maintenance and repair work.
Maintain guest room key storage and maintain and supervise access to safe deposit boxes.
Present options and alternatives to guests and offer assistance in making choices.
Know the location and types of available rooms as well as the activities and services of the property.
Use the reservation system to make, change, and cancel reservations, assist guests as necessary, post charges to guest, master, house accounts and meeting rooms.
Post and file all charges to guest, master, and house accounts.
Thoroughly understand and adhere to proper credit card and cash-handling policies and procedures.
Follow procedures for issuing and closing safe-deposit boxes.
Communicate daily with reservation sales and use suggestive selling techniques to sell rooms and promote other services of the hotel.
Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms.
Coordinate guest room maintenance work with the engineering and maintenance division.
Be aware of all safety and emergency procedures and accident prevention policies.
During slow times, assist with maintaining the lobby, coffee stations, and assisting with breakfast.
Be informed about daily operations and events and report any unusual occurrences immediately to the Assistant General Manager or the General Manager.
Develop a thorough knowledge of property specific brands and the ONIX HOSPITALITY portfolio.
At all times strive to represent the property specific brand and ONIX HOSPITALITY in the most professional and courteous manner.
Become familiar with all hotel guests, their special requests and ensure that their needs are met.