Front Desk Agent at Fairfield Inn Durham Southpoint

Summit Hospitality Incorporated•Durham, NC

76d

About The Position

The Front Desk Agent for Summit Hospitality Group provides memorable guest service while conducting daily hotel operations. The role involves interacting with guests, recording and communicating special requests and problems to the appropriate departments, and ensuring issues are addressed promptly and professionally. The agent supports front-office operations, guest registration and reservations, room assignments, revenue management, guest issue resolution, and hotel safety and quality standards. Duties may change, and the manager on duty may assign additional responsibilities as needed.

Requirements

Two years of previous experience as a front desk representative for a name-brand hotel chain; Marriott, Hilton, and Hyatt experience is preferred.
Strong leadership skills.
Excellent oral and written communication skills.
Demonstrated planning and organizational ability.
Ability to prioritize and quickly change direction as needs arise.
Working knowledge of FOSSE, Microsoft programming, Excel, Clover, and Micros Restaurant Management System.
Ability to diagnose and repair simple computer problems.
Math skills and ability to operate a 10-key by touch.
Valid driver's license.
Ability to lift 50 pounds.
Ability to sit, stand, reach, and bend for extended periods.

Nice To Haves

Experience with Marriott, Hilton, or Hyatt hotel chains.

Responsibilities

Provide guests with intelligent and professional customer service.
Run shift reports and journals from Front Office Systems.
Prepare daily arrivals and departures reports, focusing on guest requests.
Make corrections and adjustments and handle computer problems that arise during the shift.
Review and correct discrepancies in the Front Desk System.
Ensure complete guest satisfaction and promptly follow up on check-ins, complaints, and other requests.
Complete the guest registration process and process guest reservation information.
Verify and imprint guest credit cards for authorization.
Handle cash and accurately balance the house bank.
Assign guest rooms based on preferences and availability.
Support the revenue management process by selling rooms at various rates.
Handle guest issues and concerns tactfully and work toward satisfactory resolutions.
Answer questions about hotel facilities and services, take telephone calls, and book reservations.
Respond to guest inquiries about local directions and events; recommend restaurants, points of interest, and transportation options.
Maintain cleanliness of the front desk, lobby, and back office.
Work professionally with other departments and employees to promote a hospitable atmosphere and good working relationships.
Understand emergency procedures for incidents, accidents, fire, safety, or criminal activity.
Participate in the Hotel Safety Committee.
Maintain the hotel brand's and Summit Hospitality Group's quality standards for property, product, and people.
Drive the company vehicle to transport guests to and from locations.
Assist with setting up meeting rooms.
Perform additional duties as assigned by the manager on duty.