Front Desk Agent

Sage Hospitality • San Francisco, CA

20d • Onsite

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 responds to telephone and in-person inquiries about reservations, hotel information, and guest concerns. It carries out guest check-in and check-out, handles payments and guest accounts, accepts reservations, supports guest communications, and provides knowledgeable assistance about hotel and area activities.

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 oral and written English.
• Ability to use tact and understanding when handling 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, repeatedly bend and kneel while filing, and reach all areas of the hotel to assist clients.
• Ability to occasionally carry and lift files and office items weighing up to 25 pounds.

Responsibilities

• Greet arriving guests and complete established check-in procedures using manual and computerized methods.
• Facilitate guest check-out by following established manual and computer 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, accurately 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 responding to questions and concerns in a timely, knowledgeable manner.
• Operate PBX equipment to accept incoming calls, assist with outgoing calls, schedule and set wake-up calls, and page guests.
• Control cash transactions at the front desk and maintain responsibility for a personal bank as specified by hotel policy.
• Maintain a friendly, cheerful, and courteous demeanor.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED