Front Desk Agent

Crestline Hotels & Resorts•Golden, CO

11d

About The Position

The Front Desk Agent assists guests with check-in and check-out, answers and processes incoming phone calls, and handles requests for services or information in accordance with standard policies and procedures. The role supports guest satisfaction and positive guest relations by anticipating and responding promptly to guest needs and resolving complaints. The agent maintains current knowledge of hotel features and service hours, room rates and promotions, house counts and expected arrivals and departures, and scheduled group activities. Duties also include handling guest payments and the assigned bank, coordinating with other hotel staff, maintaining guest records, processing transactions, and resolving or reporting discrepancies.

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 guest needs, respond promptly, and acknowledge guests regardless of workload or time of day.
Maintain positive guest relations.
Maintain knowledge of hotel features and services, operating hours, room rates, special packages and promotions, daily house count, expected arrivals and departures, and scheduled group activities.
Obtain the assigned bank, verify 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 guest 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 or 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 delivery, 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.