Front Desk Agent Overnight
About The Position
This position works during the overnight shift and is responsible for checking in and checking out hotel guests in a timely and professional manner, processing all payments according to established procedures. The role involves welcoming guests, registering them, issuing room keys, providing information on hotel services, and answering phones. The agent will also up-sell rooms to maximize revenue, process cash and credit card transactions accurately, complete daily accounting reports, and manage guest safe-deposit boxes. Additionally, the role requires communicating outstanding guest requests or issues to management, responding appropriately to guest complaints with service recovery gestures, and potentially booking guest reservations. Promoting teamwork and quality service through inter-departmental coordination is also a key aspect. Other duties may include guest room tours, concierge services, and special guest requests.
Requirements
- High School diploma or equivalent
- One year front desk/guest service experience
- Must speak fluent English
Nice To Haves
- Some college preferred
- Other languages preferred
Responsibilities
- Welcome guests in a friendly, prompt and professional manner.
- Register guests, issue room keys, provide information on hotel services and room location.
- Answer phones in a prompt and courteous manner.
- Up-sell rooms where possible to maximize hotel revenue.
- Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
- Complete and transmit daily accounting reports and prepare them for review by hotel management.
- Issue, control and release guest safe-deposit boxes.
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
- Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
- May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
- Promote team work and quality service through daily communications and coordination with other departments.
- Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
