Front Desk Agent
About The Position
The Front Desk Clerk will be responsible for setting the tone of arrival and departure for guests in a fast-paced environment by processing check-in and check-out transactions at the hotel. The transactions could take place in-person, on the phone, or at kiosk stations and Front Desk Clerks will be proficient in all options. Front Desk Clerks will also serve as a point of reference for all guest questions, services the hotel provides, challenge resolution, and proactively making recommendations to enhance the guest stay while demonstrating an upbeat and positive attitude.
Requirements
- Minimum one year of customer service experience required.
- Excellent organizational skills with the ability to multi-task and perform under pressure.
- Technical proficiency with Microsoft Office Suite, Property Management Systems – Opera preferred.
- Ability to effectively communicate in one-on-one, small group, and large group settings.
- Excellent verbal communication skills with a consistent pleasant tone and positive sentiment.
- Ability to respond to inquiries or complaints from team members at all levels, guests, regulatory agencies, or members of the business community.
- Ability to work any shift – day, afternoon, swing, or graveyard.
- Ability to stand and walk for an extended period, an average 8-hour shift.
- At least 18 years of age.
- Must be able to qualify for licenses and permits required by federal, state and local regulations.
Nice To Haves
- Hotel industry experience
- Bilingual
Responsibilities
- Welcoming guests and providing unmatched guest service using the property guest service standards.
- Performing quick, efficient, accurate, and friendly check-in, check-out, and other front desk transactions.
- Using Property Management Systems to register hotel guests while ensuring that all guest information is validated with the highest level of accuracy.
- Effectively quoting rates for same day reservations and demonstrating the ability to build them in the Property Management System.
- Extensive collaboration with all departments within the hotel, ensuring that all needs for our guests can be completed or routed appropriately.
- Being comfortable handling cash, processing payment cards, maintaining a daily bank, and balancing transactions.
- Demonstrating the ability to naturally diffuse guest challenges and troubleshoot for resolution, resulting in overall guest satisfaction.
- Managing hotel room inventory while maximizing revenue generation through upsells.
- Assisting with maintaining the Contact Center management system and Property Management system with regards to Casino Marketing promotions, transient guest offers and reservations, and group reservations.
- Maintaining confidentiality of department affairs.
- Performing all duties deemed necessary for the success of the department.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
