Front Desk Agent

Moonrise Hotel•St. Louis, MO

79d•$16 - $17•Onsite

About The Position

Attend to guests’ needs, included, but not limited to, registration, checkout and cashiering. The Front Desk Agent is responsible for greeting and welcoming guests, registering them into the computer system, verifying reservation and payment information, and processing payments. This role also involves answering the telephone, handling guest inquiries and complaints, and assisting with various guest services such as luggage assistance, laundry needs, and messages. The agent must maintain a professional appearance, be knowledgeable about the hotel and local area, and actively promote hotel amenities and services to increase revenue. They are also responsible for maintaining accurate records, handling cash and credit card transactions, and ensuring guest satisfaction through excellent service.

Requirements

2 years of Customer Service experience required
High School Diploma or GED
Be able to pass a background check.
Must be able to stand for long periods of time, up to 8 hours.
Fluent in English
Must be authorized to work in the United States
Computer skills
Oral and written communication skills
Detail Oriented
Professional

Nice To Haves

1 year of Front Desk experience at a Hotel (using Opera) preferred.

Responsibilities

Greet and welcome guests upon arrival.
Register guests into the computer, verifying reservation, address, and credit information.
Accept payment for guests’ accounts both at the time of registration and at checkout.
Maintain a house bank and make a deposit and accurate report of receipts daily.
Cash checks and exchange currency for guests.
Issue key to and control entrance of safety deposit boxes.
Post miscellaneous charges as requested.
Promptly respond to and resolve guest complaints.
Answer telephone promptly and properly being polite, courteous, and friendly.
Be friendly, thorough, accurate and efficient in taking reservations and performing Check-ins & Check-outs.
Operate or assist with shuttle or transportation. Service in a timely and courteous manner.
Assist guests with luggage upon their arrival to and departure from the hotel.
Use guest names.
Be knowledgeable and helpful about the local area, the hotel and hotel services.
Handle messages, wake-up calls, mail, and faxes properly.
Assist guests’ with laundry/dry cleaning needs.
Know of incoming VIPs.
Follow all applicable Moonrise Standard Operating Procedures.
Demonstrate proper selling techniques during the reservation and walk-in process.
Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available.
Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services.
Increase revenues by offering customers upgraded rooms and promoting hotel amenities and outlets.
Ensure all customers establish credit upon check-in.
Improves timeliness of cash flow by adhering to all established credit and inventory control procedures.
Verifies all information on reservations check-in: name, address, method of payment, etc.
Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers.
Identifies and records special billing instructions and notifies accounting.
Completes shift closing accurately by getting appropriate approval signatures and authorization codes.
Adheres to hotel policies regarding the use of cash bank.
Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift.
Report potential sales contacts to the sales department.
Properly handle and account for keys.
Be knowledgeable of policies regarding emergency procedures and security concerns.
Ensure protection of guests room numbers.
Book reservations for those guests who approach the Front Desk.
Be an enthusiastic, helpful and positive member of the team.
Be professional, responsible and mature in conduct and behavior.
Be understanding of, encouraging to and friendly with all co-workers.
Be self motivated and use time wisely.
Maintain open line of communications with each department.
Communicate pertinent information.
Respond positively to new ideas.
Openly accept critical/developmental feedback.
Report to work on time.
Give adequate notice if going to miss work.
Be available to work a flexible schedule to include weekends and holidays, working Weekends (Friday, Saturday and Sunday) and Holidays are required.
Maintain effective communication through the use of meetings, log books and bulletins.
Be available to help other departments in emergency situations.
Perform other assignments as directed by the Assistant General Manger.
Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook.
Perform other job duties as needed.
Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.
Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel.
In addition, attendance at all scheduled training sessions and meeting is required.
Upon employment, all associates are required to fully comply with Moonrise rules and regulations for the safe and effective operation of the hotel facilities.
Associates who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.