Front Desk Agent

Crestline Hotels and Resorts•Blacksburg, VA

19d•Onsite

About The Position

The Inn at Virginia Tech and Skelton Conference Center is seeking experienced, service-oriented Front Desk Agents to join our hospitality team in beautiful Blacksburg, Virginia. As a Front Desk Agent, you will play a vital role in creating exceptional guest experiences. This position requires strong technical abilities, outstanding communication skills, a guest-focused mindset, and the ability to promote hotel services while providing world-class customer service. This position may also require operation of the hotel shuttle when needed.

Requirements

One year previous experience in a similar position in a hotel.
Basic computer skills required.

Nice To Haves

Previous hotel front desk experience
Experience with the OPERA Property Management System preferred
Excellent customer service and communication skills
Strong computer and problem-solving abilities
Ability to work in a fast-paced hospitality environment

Responsibilities

Greeting guests
Assisting with check-in and check-out procedures
Handling guest requests
Supporting daily front desk operations
Operation of the hotel shuttle when needed
Resolve guest complaints, ensuring guest satisfaction.
Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
Process all guest check-ins. Verify registration card information with the guest. Obtain back-up information for guest credit/payment method and input into system; collect cash when designated. Direct Bell Person to escort guest and transport their luggage to the room.
Handle overbooked or walked in guests.
Accept and record wake-up call requests.
Monitor, send and distribute guest faxes.
Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
Resolve discrepancies on the room status report with Housekeeping.
Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
Process all check-outs.
Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.