Front Desk Agent

21c Museum Hotels•Bentonville, AR

About The Position

The Front Desk Agent is the face and voice of 21c and contributes to a superior guest experience across all aspects of the guest journey. The role involves knowing property services and amenities, welcoming guests, handling check-in and check-out, and coordinating guest experience prior to arrival. The agent also provides hotel and area information, supports reservations, processes guest accounts and communications, relays art exhibition information, and assists with gift shop sales.

Requirements

Past experience dealing directly with the public and general knowledge of basic customer service skills.
Knowledge of standard cash-handling procedures and computerized cash register systems.
Fluency in English.
Ability to understand and follow verbal and written instructions.
Ability to work on more than one task at a time and communicate verbally and in writing.
Ability to use tact and understanding when handling customer service problems, including stressful and highly emotional situations.
Highly organized, with attention to minute written and verbal details, particularly when performing multiple tasks.
Must pass a background check.
High school diploma or equivalent.

Responsibilities

Respond professionally and courteously to arriving, departing, and in-house guests by providing accurate and timely information and services.
Respond to telephone and in-person inquiries about reservations, hotel information, and guest concerns.
Complete established check-in procedures for arriving guests using manual and computerized methods.
Facilitate guest check-out by following established procedures, closing guest accounts, and preparing rooms for the next sale.
Calculate and 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, and use suggestive selling techniques to increase room sales, occupancy, and revenue.
Maintain good customer relations by staying informed about in-house and area functions and providing knowledgeable responses to questions and concerns.
Accept incoming calls, assist with outgoing calls, schedule calls, set wake-up calls, and page guests.
Control front desk cash transactions and maintain responsibility for a personal bank according to hotel bank agreement policy.
Maintain a friendly, cheerful, and courteous demeanor.
Process guest mail, messages, and faxes by receiving, sorting, notifying, and distributing them to guests.
Stay up to date on gift shop merchandise, provide information to guests, and process gift shop sales.
Relay art exhibition information to guests.
Maintain department and front desk log books and other information and communication sources.
Assist other employees and departments to support the overall performance of the department and hotel.
Perform other duties as assigned, requested, or deemed necessary by management.