Front Desk Agent - The Lismore Hotel

Coury Hospitality•Eau Claire, WI

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 check-out; promotes hotel services and amenities; and provides helpful information. The role requires a strong commitment to guest satisfaction in a fast-paced environment and close cooperation with other hotel teams.

Requirements

Ability to communicate clearly and pleasantly in spoken and written English with guests, management, and coworkers, in person and by telephone.
Strong customer-relations skills and commitment to guest satisfaction.
Ability to handle interactions 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 attend to multiple tasks at once.
Ability to maintain excellent attendance and punctuality.
Ability to stand for long periods of time.

Nice To Haves

Customer service experience.
Knowledge of the local area and surrounding communities.

Responsibilities

Greet guests and visitors promptly and professionally, offer assistance, and provide courteous and accurate information.
Register guests with advance reservations and assist visitors seeking accommodations.
Set up accurate guest accounts according to preferences, including room type and payment arrangements.
Accommodate room changes efficiently.
Maintain knowledge of hotel rates and promotions, rooms and layouts, services and amenities, restaurant offerings and hours, and the hotel's historical significance.
Provide information about city attractions, community events, and nearby areas of interest.
Help resolve guest issues and respond to special requests; report service failures to Management and implement appropriate service recovery.
Settle guest accounts at check-out, process payments, and follow accounting and cash-handling procedures.
Maintain proper key control and follow security measures.
Participate in safety and security training and maintain knowledge of life-safety, emergency, and evacuation procedures.
Work cooperatively with Front Office and administration staff, including Valets, Bellman, Sales, and Accounting.
Communicate pertinent 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 confidentiality of guest and hotel information.
Participate in ongoing training and perform other duties as assigned.