Hotel Carmichael - Front Desk Agent

Coury Hospitality•Carmel, IN

11d

About The Position

The Front Desk Agent is a highly visible Front Office role with a direct impact on the guest experience. The agent welcomes and accommodates guests, visitors, and staff in a warm and courteous manner; oversees guest registration and checkout; promotes hotel services and amenities; and provides helpful information. The role is based at Hotel Carmichael, Autograph Collection, a 122-room hotel in Carmel featuring Feinstein’s Cabaret and the Vivante restaurant. The position is non-exempt and reports to the Front Office Manager.

Requirements

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

Nice To Haves

Customer service experience is preferred.

Responsibilities

Provide friendly, professional, and prompt service to guests and visitors, and help maximize guest satisfaction in a fast-paced environment.
Register guests with reservations and assist visitors seeking accommodations.
Create accurate guest accounts according to preferences, including room type and payment details, and accommodate room changes promptly.
Maintain knowledge of hotel rates, promotions, room types, services, amenities, restaurant offerings and hours, and the hotel’s historical significance.
Provide information about city attractions, community events, and nearby places of interest.
Resolve guest issues and respond to special requests; promptly report service failures to Management and carry out appropriate service recovery.
Settle guest accounts at checkout, process payments, and follow accounting and cash-handling procedures accurately.
Respond courteously to questions from guests, visitors, and coworkers with accurate, helpful information.
Maintain proper key control and follow security measures and safety procedures, including emergency and fire evacuation protocols.
Work cooperatively with Front Office and administration staff, including Valets, Bellman, Sales, and Accounting, and treat coworkers with professional respect.
Communicate relevant guest information, such as special requests and amenity deliveries, to designated departments or personnel.
Properly handle lost-and-found items.
Report accidents, injuries, unsafe conditions, and maintenance issues to Management or Maintenance.
Wear the required uniform and meet professional grooming standards.
Maintain the confidentiality of guest and hotel information.
Actively participate in ongoing training and perform other duties as assigned.