Front Desk Agent

Sonesta Hotels•New Orleans, LA

29d•Onsite

About The Position

The Front Desk Agent (FDA) is the main point of contact for our guests and therefore, represents the brand as all guests enter the hotel. The Front Desk Agent is responsible for consistently delivering results that contribute to the mission and overall success of the hotel. The Front Desk Agent serves as the point person with regards to the Front Desk technology systems and in-house guest relations during their shift.

Requirements

Front Desk technology systems knowledge
In-house guest relations experience
Ability to compute bills and collect payments
Ability to make and confirm reservations
Ability to post charges to guest accounts
Ability to build solid relationships with colleagues
Ability to treat colleagues with respect and dignity
Ability to maintain outstanding interpersonal relations with guests and co-workers
Ability to contribute to building a positive team spirit
Ability to deliver passionate and engaging service
Ability to recognize individual guests and anticipate their unique needs
Ability to exceed guest expectations
Ability to use the GUEST model: Greet or welcome everyone, warmly with a smile Use eye and ear contact and guest’s name Establish/anticipate needs Solve and own all requests/complaints Thank everyone

Nice To Haves

Experience in other areas of the hotel

Responsibilities

Greet, register, and assign rooms to guests
Maintain adequate supplies at each front desk station
Issue room key and provide instructions to Bellperson
Maintain updated registration and key files at all times
Answer inquiries pertaining to hotel services; registration of guests, and shopping, dining, entertainment, and travel directions
Keeps records of room availability and guests' accounts
Compute bills, and collect payments
Makes and confirm reservations
Posts charges such as room, parking, food, liquor or telephone to ensure collection of revenue
Assist in reservations or PBX as needed
Build solid relationship with your Colleagues
Treat colleagues with respect and dignity
Maintain outstanding interpersonal relations with guests and co-workers
Contribute to building a positive team spirit
Deliver Passionate & Engaging Service to our Guests
You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations
You will consistently deliver our GUEST model: Greet or welcome everyone, warmly with a smile Use eye and ear contact and guest’s name Establish/anticipate needs Solve and own all requests/complaints Thank everyone
Other duties and responsibilities may be assigned.
The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.