Front Desk Agent

Sage Hospitality Group•Irvine, CA

9d•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. The agent completes check-in and check-out procedures, processes guest payments and accounts, communicates hotel rates and information, and supports a positive guest experience through attentive service.

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.
Ability to read written communications and a monochrome computer screen; operate computer, calculator, and telephone keyboards; follow verbal and written instructions; handle multiple tasks; and communicate verbally and in writing.
Ability to stand for 90% of the shift; repeated bending and kneeling while filing; reach all areas of the hotel; and occasionally carry or lift files and office items weighing up to 25 pounds.

Responsibilities

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