Front Desk Agent

The Golden Hotel Ascend Collection (Crestline Hotels and Resorts)•Golden, CO

14d•$19 - $19

About The Position

The Front Desk Agent assists guests with check-in and check-out, answers and processes incoming phone calls, and handles requests for services or information in accordance with standard policies and procedures. The role focuses on guest satisfaction and positive guest relations while maintaining knowledge of hotel services, rates, promotions, arrivals and departures, and scheduled group activities. The agent also handles front desk transactions, guest communications, and coordination with other hotel departments.

Requirements

High school graduate or GED.
One year of previous experience in a similar hotel position.
Basic computer skills.

Responsibilities

Resolve guest complaints and ensure guest satisfaction.
Anticipate guests’ needs, respond promptly, and acknowledge guests regardless of workload or time of day.
Maintain positive guest relations.
Maintain current knowledge of hotel features and services, hours of operation, room rates, special packages and promotions, daily house count, expected arrivals and departures, and scheduled group activities.
Obtain the assigned bank, ensure contracted monies are accurate, and keep the bank secure.
Answer department telephone calls within three rings using the correct greeting and telephone etiquette.
Process guest check-ins and verify registration card information with guests.
Obtain and enter backup information for guests’ credit or payment methods, and collect cash when designated.
Direct the Bell Person to escort guests and transport their luggage to their rooms.
Handle overbooked or walked-in guests.
Accept and record wake-up call requests.
Monitor, send, and distribute guest faxes.
Communicate pertinent guest information, including special requests and amenity deliveries, to designated departments or personnel.
Resolve room-status-report discrepancies with Housekeeping.
Match the bucket check to the in-house guest ledger report and report discrepancies to the Manager.
Process guest check-outs.
Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.