Front Desk Agent
About The Position
Your next opportunity to shine in hospitality is here at Westin Virginia Beach Town Center! As a Front Desk Agent, you will play a key role in creating a smooth, welcoming, and memorable experience for every guest who walks through our doors. If you’re organized, customer-focused, and ready to grow with a dynamic team, we’d love to meet you. This schedule for this position requires open availability to include weekend and holidays. 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.
- Resolve guest complaints, ensuring guest satisfaction.
- 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
