TownePlace Suites - Front Desk Agent

Marquee Hospitality•Saint Joseph, MO

13h

About The Position

The Front Desk Agent welcomes guests and supports their hotel stay by handling arrivals, departures, reservations, payments, guest requests, and communications. The role calls for friendly, professional, accurate, and efficient service, along with knowledge of hotel rooms, amenities, services, and the local area. Agents are expected to promote room sales and hotel offerings, address guest concerns, protect guest information, and follow established cash-handling, credit, security, and operating procedures. The position requires close communication with other hotel departments and shift teams, maintaining accurate logs and records, attending scheduled training and meetings, and assisting other departments during emergencies. Schedules may vary with hotel business needs. Weekend and holiday work is required, and associates must comply with hotel and company rules.

Requirements

Availability to work a flexible schedule that includes required weekends (Friday, Saturday, and Sunday) and holidays.
Regular, punctual attendance and attendance at scheduled training sessions and meetings.
Compliance with company and hotel rules, procedures, policies, and safety requirements.

Responsibilities

Greet guests promptly and warmly, maintain a professional appearance, use guest names, and seek guest feedback.
Register guests, verify reservation and personal information, process check-ins and check-outs, and book reservations for walk-in guests.
Accept guest payments, maintain and reconcile the house bank, make deposits, prepare accurate receipts reports, cash checks, and exchange currency.
Follow credit and inventory-control procedures, verify payment approval codes, record special billing instructions, and complete shift closing accurately.
Issue and control keys, manage access to safety deposit boxes, and protect guests' room numbers and information.
Post miscellaneous charges and handle messages, wake-up calls, mail, and faxes.
Answer telephone calls promptly and courteously and respond to and resolve guest complaints.
Assist guests with luggage, transportation or shuttle service when applicable, and laundry or dry-cleaning needs.
Provide guests with helpful information about the local area, hotel, rooms, function space, restaurants, outlets, and services.
Use selling techniques to promote rooms, upgrades, hotel amenities, and outlets; pursue room sales opportunities and refer potential sales contacts to the sales department.
Stay informed about hotel developments by reviewing and updating the communication logbook each shift, and communicate pertinent information with other departments.
Follow emergency, security, cash-handling, and other hotel procedures and operating policies.
Maintain a positive, professional, self-motivated, and cooperative approach with coworkers; accept feedback and respond positively to new ideas.
Report to work on time, give adequate notice of absences, work varying schedules as business needs require, and attend scheduled training sessions and meetings.
Assist other departments in emergency situations and perform other assignments or duties as directed by the Front Desk Manager or as needed.