Front Desk Agent

AccorHotel•Bentonville, AR

About The Position

The Front Desk Agent is the face and voice of 21c and is responsible for helping provide guests with a superior experience. The role involves knowing property services and amenities, welcoming guests, completing check-in and check-out, and coordinating guest experience prior to arrival. The Front Desk Agent responds to guest inquiries and concerns, handles reservations and payments, shares information about hotel services and local events, and supports the smooth operation of the front desk and hotel.

Requirements

Know standard cash-handling procedures and computerized cash register systems.
Be fluent in English.
Be able to understand and follow verbal and written instructions, handle more than one task at a time, and communicate verbally and in writing.
Use tact and understanding when handling a variety of customer service problems, including stressful and highly emotional situations.
Be highly organized and attentive to written and verbal details, particularly when performing multiple tasks.
Pass a background check.
Have a high school diploma or equivalent.
Have past experience dealing directly with the public and general knowledge of basic customer service skills.

Responsibilities

Respond professionally and courteously to arriving, departing, and in-house guests, providing accurate and timely information and services.
Respond to telephone and in-person inquiries about reservations, hotel information, and guest concerns.
Greet arriving guests and complete established check-in procedures using manual and computerized methods.
Facilitate guest check-out by following established procedures, closing guest accounts, and preparing rooms for the next sale.
Calculate and post payments, receipts, guest accounts, and other forms of credit using proper cash-handling procedures and maintain accurate hotel records.
Answer inquiries and accept reservations in person and by telephone, accurately communicating hotel rates and information and using suggestive selling techniques to increase room sales, occupancy, and revenue.
Maintain good customer relations by staying informed about in-house and area functions and responding knowledgeably to questions and concerns.
Accept incoming calls, assist with outgoing calls, schedule calls, set wake-up calls, and page guests.
Control front desk cash transactions and maintain responsibility for a personal bank according to hotel bank agreement policy.
Maintain a friendly, cheerful, and courteous demeanor.
Process guest mail, messages, and faxes by receiving, sorting, notifying, and distributing them to guests promptly and accurately.
Stay informed about gift shop merchandise, provide guests with information, and process gift shop sales.
Relay art exhibition information to guests.
Maintain department information and communication sources, such as department and front desk log books.
Assist other employees and departments to support the overall performance of the department and hotel.
Perform other duties as assigned, requested, or deemed necessary by management.