Front Desk Agent
About The Position
The Front Desk Agent is responsible for maintaining guest service as the driving philosophy of the operation. This role involves personally demonstrating a commitment to guest service by responding promptly to guests’ needs, ensuring every guest is satisfied, and meeting or exceeding guest satisfaction measures. The agent ensures hotel standards and services contribute to the delivery of consistent guest service and implements and practices guest service initiatives according to Gulph Creek Hotel Standards. Key responsibilities include greeting guests, processing reservations, check-ins, and check-outs, offering assistance, responding to requests, providing information about hotel policies and local attractions, and maintaining accurate guest information in the property management system. The role also involves handling collection efforts, balancing accounts, maintaining daily logs, and communicating effectively with other employees and departments. The Front Desk Agent may also assist in other operational areas such as PBX/Switchboard, bellman or concierge services, and reservations. Compliance with all standards and regulations for safe and efficient hotel operations, maintaining regular attendance, and upholding high standards of personal appearance and grooming are also essential. The position requires approaching all encounters with guests and employees in a friendly, service-oriented manner and maintaining an organized work area.
Requirements
- High School diploma or equivalent
- Relative experience in customer service
- Ability to read and speak English and comprehend simple instructions, short correspondence, and memos
- Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees
- Ability to effectively communicate with employees, guests and supervisors for optimum operation of the property
- Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute rates, ratio, and percent and to draw and interpret bar graphs
Responsibilities
- Maintains guest service as the driving philosophy of the operation
- Personally, demonstrates a commitment to guest service in responding promptly to guests’ needs
- Meets or exceeds guest satisfaction measures
- Ensures hotel standards and services contribute to the delivery of consistent guest service
- Implements and practices guest service initiatives and performs to Gulph Creek Hotel Standards
- Greet all guests (internal and external)
- Process guest reservations, registration (check-in) and departures (check-outs)
- Offer guest assistance at every opportunity
- Respond to all guest requests efficiently
- Ensure guest satisfaction by following through on requests and other needs
- Provide information to guests about hotel policies, services and amenities
- Provide information, directions and other assistance as necessary about the local area
- Maintain accurate guest information in the hotel property management system including, but not limited to: basic guest information, billing/payment, guest charges, etc.
- Handles collection efforts of all in-house balances and notifies management of potential liabilities
- Balances all cash, check, credit card and ledger accounts through verification, shift reports and performs audit functions if assigned
- Maintain daily logs and checklists
- Effectively communicate all pertinent information to other employees within the department
- Effectively communicate all pertinent information to other departments (Housekeeping, Security, Maintenance, etc) regarding room status/availability, guest requests, etc.
- Assist in all areas of the operation including PBX/Switchboard, bellman or concierge services, reservations and other areas as necessary
- Comply with all standards and regulations to encourage safe and efficient hotel operations
- Maintain regular attendance in compliance with company policy
- Maintain high standards of personal appearance and grooming in accordance with company policy
- Approach all encounters with guests and employees in a friendly, service-oriented manner
- Maintain and organize work area regularly
- Other duties as required
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
