Hotel Carmichael - Front Desk Agent

Coury Hospitality•Carmel, IN

10d

About The Position

The Front Desk Agent is a highly visible member of the Front Office team with a direct impact on the guest experience. This role welcomes and accommodates guests, visitors, and staff in a warm, courteous, and professional manner; oversees guest registration and check-out; promotes hotel services and amenities; and provides helpful information. The agent is expected to prioritize guest service in a fast-paced environment, support guest satisfaction, and work cooperatively with hotel colleagues. The position handles reservations, guest accounts, room changes, payments, guest questions, special requests, service recovery, security and key control, lost and found, and communication of relevant guest information to other departments. It also includes reporting safety and maintenance concerns, maintaining confidentiality, following hotel procedures, and participating in ongoing training. Customer service experience is preferred.

Requirements

Ability to communicate clearly and pleasantly in spoken and written English, in person and by telephone.
Strong customer-relations skills and commitment to guest satisfaction.
Enjoyment of public contact and ability to work with people.
Ability to deal professionally with angry or upset guests.
Professional appearance and demeanor.
Knowledge of computer keyboard and printer operation, and ability to enter information accurately and efficiently into computer systems.
Previous cashier experience or basic accounting skills.
Ability to work quickly and thoroughly under pressure and attend to multiple tasks at once.
Knowledge of hotel facilities and features and of the surrounding area and communities.
Ability to stand for long periods of time.
Customer service experience is preferred.

Nice To Haves

Customer service experience.

Responsibilities

Prioritize guest needs and perform duties with the goal of maximizing guest service.
Greet guests and visitors in a friendly, professional manner and promptly offer assistance.
Register guests with advance reservations and assist visitors seeking accommodations.
Set up accurate guest accounts according to preferences and accommodate room changes efficiently.
Maintain knowledge of hotel rates and promotions, room types and layouts, services and amenities, restaurant offerings and hours, and the hotel’s historical significance.
Inform guests about city attractions, community events, and nearby points of interest.
Help resolve guest issues and respond to special requests; report service failures to Management and implement an appropriate service recovery response.
Settle guest accounts at check-out, process payments, and follow accounting procedures and cash-handling policies.
Respond courteously and accurately to questions from guests, visitors, and coworkers.
Maintain proper key control and follow security measures.
Participate in safety and security training and maintain knowledge of life-safety, emergency, fire-evacuation, and other safety procedures.
Work cooperatively with Front Office and administrative staff, including Valets, Bellman, Sales, and Accounting; treat colleagues professionally.
Communicate pertinent guest information, such as special requests and amenity deliveries, to designated departments or personnel.
Handle lost and found items properly.
Report accidents, injuries, unsafe conditions, and maintenance issues to Management or Maintenance.
Wear the required uniform and meet professional grooming standards.
Maintain confidentiality of guest and hotel information.
Maintain excellent attendance and punctuality, participate in ongoing training, and perform other duties as assigned.