Front Desk Agent

GTA-IB Management LLC•Palm Harbor, FL

61d•Onsite

About The Position

Responsible for answering, directing, dispatching, and logging all requests (internal/external) that come into the switchboard, as well as attending to guest needs, including but not limited to, guest registration, check-out, and cashiering. This role involves answering internal and external telephone calls in a friendly and courteous manner, directing calls accurately, and assisting with basic questions to provide excellent customer service. The agent will actively coordinate communications within the resort, including guest tram service, emergency procedures, alarms, and life safety.

Requirements

Must be able to speak, read, write and understand the primary language(s) used in the workplace.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Must possess basic computational ability.
Must possess basic computer skills.
General knowledge of the city where hotel is located and its attractions.
Extensive knowledge of the hotel, its services and facilities.
May be required to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
May be required to deal with problems involving several concrete variables in standardized situations.
Ability to spend extended lengths of time viewing a computer screen.
Requires manual dexterity to use and operate all necessary equipment.
Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

Responsibilities

Promptly answer telephone calls, greeting callers with a positive and clear voice and listening attentively to ascertain the purpose of the call to ensure accurate connection to another department.
Accurately transcribe messages as requested and input/retrieve messages when asked, reading and verbally reciting messages for the guest.
Answer basic questions regarding the resort, amenities, and operations to prevent unnecessary transfers.
Be responsive to guest’s requests.
Greet and welcome guests upon arrival, register guests into the computer, verifying reservation, address, and credit information, and promote the Guest Loyalty Program.
Accept payment for guests’/member’s accounts at the time of registration and checkout, maintain a house bank, and make a deposit and accurate report of receipts daily.
Cash checks and exchange currency for guests/members & owners.
Respond to and process requests for late check-outs, room changes, lock-outs, billing inquiries, internet issues, and extension of stay.
Keep activity log updated to allow for proper follow-up and ensure guest satisfaction, utilizing empowerment certificates when appropriate.
Post miscellaneous charges as requested.
Assist in handling mail and facsimiles and providing guests with information regarding hotel facilities and local attractions.
Book reservations for guests who approach the Front Desk.
Perform other duties as assigned.
Follow security guidelines in checking IDs when releasing keys or guest information.
During overnight shifts, print all registration cards and folios for the next day's departures to be given to the bellman, and potentially act as the manager on duty.