Front Desk Agent
Crestline Hotels and Resorts•Westford, MA
•Onsite
About The Position
Join our Front Desk team at Hampton Inn Westford-Chelmsford and become the welcoming face of our guest experience as a Front Desk Agent. We are seeking service-driven professionals who create memorable first impressions, deliver seamless check-ins, and have a passion for hospitality. The Front Desk Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.
Requirements
- High School Graduate or General Education Degree (GED).
- One year previous experience in a similar position in a hotel.
- Basic computer skills required.
Responsibilities
- Resolve guest complaints, ensuring guest satisfaction.
- Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
- Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
- Process all guest check-ins. Verify registration card information with the guest.
- Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
- Direct Bell Person to escort guest and transport their luggage to the room.
- Handle overbooked or walked in guests.
- Accept and record wake-up call requests.
- Monitor, send and distribute guest faxes.
- Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
- Resolve discrepancies on the room status report with Housekeeping.
- Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
- Process all check-outs.
- Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
