Front Desk Agent - Homewood Suites Mission Valley/Zoo

Coury Hospitality•San Diego, CA

15h

About The Position

The Front Desk Agent is a highly visible front-office role that directly contributes to the guest experience. The agent welcomes and assists guests, visitors, and staff; manages guest registration and check-out; promotes hotel services and amenities; and provides helpful information about the hotel and surrounding area. The role requires a strong commitment to guest satisfaction, professional communication, teamwork, and effective service recovery in a fast-paced environment. The agent works in the Front Office and reports to the Front Office Manager. The position is non-exempt. Work takes place in a general office environment, which may include crowded or close-quarters settings, with limited physical activity aside from standing for long periods. The job description notes that duties may extend beyond the functions listed and includes ongoing training.

Requirements

Ability to communicate clearly and pleasantly in spoken and written English with guests, management, and coworkers, in person and by telephone.
Strong customer-relations skills and commitment to guest satisfaction; comfort with frequent public contact.
Ability to handle interactions with angry or upset guests.
Professional appearance and demeanor.
Ability to use a computer keyboard and printer and to enter information accurately and efficiently into computer systems.
Previous cashier experience or basic accounting skills.
Ability to work quickly and thoroughly under pressure.
Knowledge of hotel facilities and features.
Ability to attend to multiple tasks at once.
Ability to maintain excellent attendance and punctuality.
Knowledge of the local area and surrounding communities.
Ability to stand for long periods.

Nice To Haves

Customer service experience.

Responsibilities

Greet guests and visitors promptly and professionally, watch for people who may need assistance, and provide attentive service.
Register guests with advance reservations and assist visitors seeking accommodations.
Create accurate guest accounts based on preferences such as room type and payment method.
Handle room changes promptly.
Maintain knowledge of hotel rates, promotions, room types and layouts, services, amenities, restaurant offerings and hours, and the hotel's historical significance.
Inform guests about city attractions, community events, and nearby points of interest.
Help resolve guest issues and respond to special requests; report service failures promptly to Management and carry out appropriate service recovery.
Settle guest accounts at check-out and process payments according to accounting procedures and cash-handling policies.
Answer questions from guests, visitors, and coworkers courteously and provide accurate, helpful information.
Follow proper key-control practices and other security measures.
Participate in safety and security training and maintain knowledge of life-safety, emergency, and fire-evacuation procedures.
Work cooperatively with front-office and administrative colleagues, including Valets, Bellman, Sales, and Accounting, and treat coworkers professionally.
Communicate relevant guest information, such as special requests and amenity deliveries, to designated departments or personnel.
Handle lost-and-found items properly.
Report accidents, injuries, unsafe conditions, and maintenance issues to the appropriate management or maintenance personnel.
Wear the required uniform and meet professional grooming standards.
Maintain confidentiality of guest and hotel information.
Participate in ongoing training and perform other duties as assigned.