Front Desk Agent

Temecula Creek Inn•Temecula, CA

34d•Onsite

About The Position

The Front Desk Agent is responsible for greeting guests efficiently and courteously, acting as the first point of contact. This role involves checking guests in and out of rooms, distributing keys, answering questions, and processing payments for hotel services. The position may also include PBX (telephone operations) duties, such as operating the hotel's PBX and text messaging systems, handling emergency communications, relaying messages, documenting guest requests, and assisting with reservations.

Requirements

High school diploma or equivalent required.
English fluency required.
Minimum one year experience in same position at a hotel of comparable quality.
Strong basic math skills required.
Some computer experience.
Display knowledge of currently accepted business telephone etiquette.
Detail oriented.
Organized and efficient.
Learns quickly.
Safety-minded.
High quality standards for production and service.
Diplomatic and calm.
Strong verbal communications skills.
Courteous, friendly, and professional manner.
Good team player.
Customer service focus.
Able to work productively with little supervision.
Trustworthy and reliable.

Responsibilities

Respond and follow-through with all guest needs and requests in a timely and professional manner.
Conduct Front Desk business, including registering guests and assigning rooms; completing group pre-registrations and key packets; processing adjustments and check-outs; answering telephones; handling credit card and room charge transactions; handling mail and messages for guests; and transferring all necessary information to the next shift.
Be completely familiar with all hotel information necessary to increase revenues and enhance customer satisfaction, including current special rates and restrictions; types and locations of rooms and suites available; and services, costs, hours, and location of all hotel amenities, facilities, and outlets.
Actively promote guest use of hotel services and facilities.
Be familiar with general information about other Pechanga properties such as the RV Resort, Spa, and shuttling services.
Develop and maintain a working knowledge of the local area to provide hotel guests, as requested, with information regarding location, cost, and hours of operation of local services, facilities, and points of interest.
Satisfactorily resolve guest issues, referring to Front Desk leadership as needed; following up with guests to ensure satisfaction.
Be familiar with guest billing and reaching out to guests when payment is needed.
Effectively communicate with guests and other staff members through provided hotel systems including but not limited to Microsoft Teams, Canary Technologies, and Amadeus Service Optimization.
Be completely familiar with hotel emergency procedures and provide calm, reassuring assistance to guests and fellow employees in the event of an emergency.
Monitor cleanliness and appearance of the lobby area, including pool, fitness center, lobby patio, and lobby restrooms; immediately reporting deficiencies to Front Desk management.
Communicate with Housekeeping, as needed, to ensure timely deliveries and other guest requests.
Be aware of arriving VIPs and special requests and personally ensure their proper handling.
Provide showrooms for the use of Front Office and Sales teams.
Assist other team members, as needed, to satisfactorily resolve guest issues, referring to the Front Office Manager as needed.
Follow all specifications to properly handle credit transactions and maintain credit balances, reaching out to guests if cards decline.
Follow all regulations to safeguard guest valuables, including promoting the use of in-room safes.
Upsell additional facilities and services, when appropriate.
Follow all policies and procedures of the Front Desk department and Temecula Creek Inn.
Complete daily checklist and proper shift pass downs.
Immediately report all suspicious occurrences and hazardous conditions.
Practice safe work habits at all times to avoid injury to self and others.
Comply with company and departmental safety rules and regulations, including the proper handling of all relevant equipment.
Attend all mandatory meetings, as directed.
Perform other tasks, including cross-training, as directed.
Understand and respond to all internal and external guest requests in a timely and professional manner through telephone and other communication channels.
Operate the hotel’s PBX system, including answering incoming calls, directing calls to appropriate departments or guest rooms, and taking messages as necessary.
Operate the hotel’s text messaging system, including responding to messages, processing check-outs, and reviewing and finalizing guest pre-registrations.
Handle emergency and urgent communications calmly and effectively, following established emergency procedures.
Act as a central point of contact for hotel departments, relaying messages and information efficiently and accurately.
Accurately document and communicate guest requests, wake-up calls, maintenance issues, and other service needs to the appropriate departments.
Maintain familiarity with group blocks, room holds, special rates, and promotional offers to support the Reservations team when needed.
Conduct outbound reservation calls, including cold calls.
Answer all incoming calls promptly (within 3 rings), using correct telephone etiquette and scripting standards.
Handle multiple incoming calls, messages, and radio communications simultaneously with clarity and professionalism.
Maintain a clean and organized PBX workspace, ensuring the confidentiality of guest information and hotel communications.
Assist the Front Desk team by covering scheduled breaks or shifts as directed.