Front Desk Agent

Sage Hospitality•Irvine, CA

10d•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 handles telephone and in-person inquiries about reservations, hotel information, and guest concerns; completes guest check-in and check-out; processes payments and guest accounts; and helps maintain positive guest relations.

Requirements

High school diploma or equivalent.
High school graduate-level mathematical aptitude.
Knowledge of standard cash-handling procedures and computerized cash register systems.
Past 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 while performing multiple tasks.

Responsibilities

Greet arriving guests and complete established check-in procedures using manual and computerized methods.
Facilitate guest departures by following established check-out procedures, closing guest accounts, and preparing rooms for resale.
Calculate and post payments, receipts, guest accounts, and other forms of credit using proper cash-handling procedures.
Answer inquiries and accept reservations in person and by telephone, accurately communicating hotel rates and information and using suggestive selling techniques.
Maintain good customer relations by staying informed about hotel and area events and responding knowledgeably to questions and concerns.
Operate PBX equipment to accept incoming calls, assist with outgoing calls, schedule wake-up calls, and page guests.
Control front desk cash transactions and maintain responsibility for a personal bank as specified by hotel policy.
Maintain a friendly, cheerful, and courteous demeanor.