Front Desk Agent

Crescent Careers•Santa Monica, CA

37d

About The Position

Front Desk Agents are responsible for greeting and registering the guest providing outstanding guest service during their stay and settling the guest's account upon completion of their stay. Primary responsibilities include: registering guests making and modifying reservations hotel operator and concierge duties. Providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy. As a Guest Services Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards: Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction Receive, input, retrieve and relay messages to guests NOTE: This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor. Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

Requirements

Inputting and retrieving information from the computer
Confirmation of guest information and room rate
Selection of rooms
Coding electronic keys
Promoting marketing programs
Providing a welcome packet
Ensuring guest knows location of room and/or has a bell person accompany him/her
Ensuring rooms and services are correctly accounted
Using the point-of-sale system
Handling money
Processing credit and debit cards
Accepting and recording various forms of payment
Converting foreign currency
Making change
Processing gift certificates and cards
Knowledge of hotel information including room categories, room rates, packages, promotions, the local area and other general product knowledge

Responsibilities

Greeting and registering guests
Making and modifying reservations
Hotel operator duties
Concierge duties
Providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay
Maximizing room revenue and occupancy
Assisting guests with check-out
Demonstrating a thorough knowledge of hotel information
Answering guest questions and inquiries
Using up-selling techniques to promote hotel services and facilities
Responding to guest inquiries and requests
Resolving issues in a timely, friendly and efficient manner
Fielding guest complaints
Conducting research and resolving and negotiating solutions for guest satisfaction
Receiving, inputting, retrieving and relaying messages to guests