Front Desk Agent

Crescent Careers•Phoenix, AZ

7d•Onsite

About The Position

The Front Desk Agent is responsible for greeting customers, completing the registration process, handling payments, answering telephones, and resolving guest issues to ensure a positive guest experience. This role requires a professional demeanor, strong communication skills, and the ability to handle various customer interactions effectively.

Requirements

Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times.
Ability to communicate well with guests.
Willingness to assist coworkers and be a team player.
Considerable skill in the use of a calculator for mathematical calculations without error.
Ability to effectively deal with internal and external customers with patience, tact, and diplomacy.
Ability to defuse anger, collect accurate information, and resolve conflicts.
Ability to stand and move throughout the front office and continuously perform essential job functions.
Ability to access and accurately input information using a moderately complex computer system.
Ability to observe and detect signs of emergency situations.
Ability to establish and maintain effective working relationships with associates, customers, and patrons.

Responsibilities

Greet customers with a friendly and sincere welcome, using a positive and clear speaking voice.
Understand and respond to customer requests, providing accurate information about hotel services and local attractions.
Complete the registration process by inputting and retrieving information from a computer system.
Confirm guest information, room rates, and make appropriate room selections.
Code electronic keys and provide guests with room keys, welcome folders, and other necessary items.
Verify and imprint credit cards for authorization, and handle cash transactions accurately.
Accept and record various forms of payment, including vouchers and travelers checks.
Convert foreign currency at current posted rates.
Post charges to guest accounts using the computer system.
Answer telephones promptly with positive and clear communication.
Input messages into the computer system and retrieve/communicate messages to guests.
Retrieve mail, packages, and facsimiles for customers.
Close guest accounts at checkout and ascertain customer satisfaction.
Negotiate compromises and authorize revenue allowances to resolve guest dissatisfaction.
Field guest complaints, conduct research, and develop effective solutions.
Listen and assist in resolving problems such as price conflicts or service issues.
Remain calm and alert during emergency situations and heavy hotel activity.
Plan and implement detailed steps using experienced judgment and discretion.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.