Front Desk Agent

Crestline Hotels & Resorts•Longmont, CO

18d

About The Position

The Front Desk Agent assists guests with check-in and check-out, answers and processes phone calls, and handles special requests for services or information in accordance with standard policies and procedures. The role requires maintaining guest satisfaction and positive guest relations while providing accurate information about hotel services, rates, promotions, occupancy, arrivals, departures, and daily activities. The position also handles guest payments and assigned cash banks, coordinates with Bell and Housekeeping staff, processes guest communications and requests, manages room-status discrepancies, and completes front desk transactions and reports. Potential career paths include Front Desk Supervisor, Front Desk Manager, Front Office Manager, Operations Manager, Assistant General Manager, General Manager, and Area Vice President of Operations.

Requirements

High school graduate or General Education Degree (GED).
One year of previous experience in a similar hotel position.
Basic computer skills.

Responsibilities

Resolve guest complaints and ensure guest satisfaction.
Anticipate guests’ needs, respond promptly, and acknowledge guests regardless of workload or time of day.
Maintain positive guest relations at all times.
Maintain knowledge of hotel features and services, hours of operation, room rates, special packages and promotions, daily house count, expected arrivals and departures, and scheduled group activities.
Obtain the assigned bank, ensure the accuracy of contracted monies, and keep the bank secure.
Answer department telephone calls within three rings using the correct greeting and telephone etiquette.
Process guest check-ins and verify registration card information with guests.
Obtain and enter backup information for guests’ credit or payment methods and collect cash when designated.
Direct the Bell Person to escort guests and transport their luggage to their rooms.
Handle overbooked and walk-in guests.
Accept and record wake-up call requests.
Monitor, send, and distribute guest faxes.
Communicate pertinent guest information, including special requests and amenity deliveries, to designated departments or personnel.
Resolve discrepancies on the room-status report with Housekeeping.
Match the bucket check to the in-house guest ledger report and report discrepancies to the Manager.
Process guest check-outs.
Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.