Front Desk Agent

Sage Hospitality•Pittsburgh, PA

15d

About The Position

The Front Desk Agent responds professionally and courteously to arriving, departing, and in-house guests by providing accurate, timely information and services. The role also responds to telephone and in-person inquiries about reservations, hotel information, and guest concerns. The agent supports a welcoming guest experience at The Atterbury Hotel, managed by Sage Hospitality.

Requirements

High school diploma or equivalent.
High-school-graduate-level mathematical aptitude; knowledge of standard cash-handling procedures and computerized cash-register systems.
Experience dealing directly with the public and general knowledge of basic customer-service skills.
Fluency in spoken and written English.
Tact and understanding when handling varied customer-service problems, including stressful and highly emotional situations.
Strong organization and attention to written and verbal details, particularly when performing multiple tasks.
Ability to read written communications and a monochrome computer screen.
Ability to operate computer, calculator, and telephone keyboards for cash handling and paperwork processing.
Ability to understand and follow verbal and written instructions, work on more than one task at a time, and communicate verbally and in writing.
Ability to stand for 90% of the shift; repeated bending and kneeling while filing; reach all hotel areas to assist clients; and occasionally carry and lift files and office items weighing up to 25 pounds.

Responsibilities

Greet arriving guests and complete established daily check-in procedures using manual and computerized methods.
Facilitate daily guest check-outs by following established procedures, closing guest accounts, and opening rooms for the next sale.
Calculate and/or post monies, receipts, guest accounts, and other forms of credit using proper cash-handling methods and established procedures.
Answer inquiries and accept reservations in person and by telephone, communicate hotel rates and information accurately, and use suggestive selling techniques to increase room nights, occupancy, and revenue.
Maintain good customer relations by staying informed about in-house and area functions and responding knowledgeably to questions and concerns in person and by telephone.
Operate PBX equipment to accept incoming calls, assist with outgoing calls, schedule and set wake-up calls, and page guests.
Control front-desk cash transactions and maintain responsibility for a personal bank according to the hotel bank agreement policy.
Maintain a friendly, cheerful, and courteous demeanor.