Front Desk Agent

Fairfield Inn & Suites Corona•Norco, CA

18h•$17 - $18

About The Position

The Front Desk Agent checks hotel guests in and out quickly, efficiently, and courteously using the property management system. The role processes payments according to hotel policies and requirements and provides information and customer service to hotel guests and visitors. The agent welcomes and registers guests, issues room keys, explains hotel services and room locations, and responds to phone calls. The role also supports hotel revenue through room upselling, handles cash and credit card transactions and related reporting and deposits, manages guest safe-deposit boxes, communicates outstanding guest requests or issues to management, and responds to complaints with appropriate service recovery.

Requirements

1–2 years of customer service experience.
Ability to stand for 8 hours.
Basic computer and software knowledge, including the ability to use email, word processing and spreadsheet software, and a hotel management system.

Responsibilities

Welcome guests in a friendly, prompt, and professional manner.
Register guests; issue room keys; provide information about hotel services and room locations; and answer phones promptly and courteously.
Upsell rooms whenever possible to maximize hotel revenue.
Process cash and credit card transactions according to established procedures, including posting charges, completing cashier and other reports, preparing deposits, and counting and securing the assigned bank.
Issue, control, and release guest safe-deposit boxes.
Communicate outstanding guest requests or issues to management when additional monitoring or follow-up may be needed.
Respond appropriately to guest complaints and make appropriate service recovery gestures to ensure guest satisfaction.