Front Desk Agent

Human Resources•Irvine, CA

28d

About The Position

What You Will Accomplish Welcomes guests by greeting them in an enthusiastic and professional manner, answering questions and responding to requests. Provides information about hotel and hotel amenities. Registers hotel guest by obtaining or confirming room requirements, verifying preregistration, assigning rooms, obtaining information and signatures. Issues door key cards. Establishes guest credit by verifying credit cards or obtaining cash. Seeks opportunities to maximize revenue. Directs guests to hotel rooms by showing room locations on a hotel map. Calls Bellperson. Effectively deals with internal and external customers, some of whom may require a high level of patience, tact and diplomacy to defuse anger. Collects accurate information and resolves conflicts. Keeps immediate supervisor promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs. Maintains hotel records by entering required room and guest account data into systems. Performs all guest accounting functions according to hotel procedure to ensure all guest and house accounts are completed and accurate. Collects hotel revenue by entering services and charges, computing bills and obtaining payments. Runs all necessary reports and balances paperwork. Maintains accuracy of cash banks. Balances funds and provides change. Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft. Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior. What You Will Bring Provides a warm and welcoming experience for all guests and visitors. Handles all aspects of guest registration/check-in and check-out procedures. Provides special assistance and information about the hotel, hotel amenities, and local area attractions. Resolves guest concerns and provides professional service to gain a high level of guest confidence and satisfaction. Enters information into computer system, collects funds and runs necessary reports. Seeks opportunities to maximize revenue.

Requirements

Must have excellent customer service/communication skills to work with guests of various social, cultural, economic and educational backgrounds for the purpose of resolving problems/complaints and providing a high level of guest satisfaction.
Requires ability to perform basic math skills such as addition, subtraction, multiplication and division.
Requires attention to detail.
Must be able to solve problems and remain calm and alert if dealing with difficult guests, during busy activity periods or in an emergency situation.
Must be able to speak, read, write and understand English to understand instructions, safety rules, and communicate with guests.
Able to work independently with minimal guidance and as part of a team.
Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel.
Work schedules will include working on holidays, weekends and alternate shifts.

Nice To Haves

Guest service or customer service experience desired.
Proficiency in another language a plus.

Responsibilities

Welcomes guests by greeting them in an enthusiastic and professional manner, answering questions and responding to requests.
Provides information about hotel and hotel amenities.
Registers hotel guest by obtaining or confirming room requirements, verifying preregistration, assigning rooms, obtaining information and signatures.
Issues door key cards.
Establishes guest credit by verifying credit cards or obtaining cash.
Seeks opportunities to maximize revenue.
Directs guests to hotel rooms by showing room locations on a hotel map.
Calls Bellperson.
Effectively deals with internal and external customers, some of whom may require a high level of patience, tact and diplomacy to defuse anger.
Collects accurate information and resolves conflicts.
Keeps immediate supervisor promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken.
Communicates with other departments to fulfill guest needs.
Maintains hotel records by entering required room and guest account data into systems.
Performs all guest accounting functions according to hotel procedure to ensure all guest and house accounts are completed and accurate.
Collects hotel revenue by entering services and charges, computing bills and obtaining payments.
Runs all necessary reports and balances paperwork.
Maintains accuracy of cash banks.
Balances funds and provides change.
Resolves guest complaints within scope of authority; otherwise refers the matter to management.
Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior.
Provides a warm and welcoming experience for all guests and visitors.
Handles all aspects of guest registration/check-in and check-out procedures.
Provides special assistance and information about the hotel, hotel amenities, and local area attractions.
Resolves guest concerns and provides professional service to gain a high level of guest confidence and satisfaction.
Enters information into computer system, collects funds and runs necessary reports.
Seeks opportunities to maximize revenue.