Front Desk Agent

Fairfield Inn by Marriott (Crestline Hotels and Resorts)•Wilmington, NC

About The Position

The Front Desk Agent assists guests with check-in and check-out, answers and processes phone calls, and handles requests for services or information in accordance with standard policies and procedures. The role is central to the guest experience, providing a welcoming and professional first impression and helping ensure guest satisfaction. The position involves maintaining knowledge of hotel services, rates, promotions, occupancy, arrivals and departures, and group activities; managing assigned funds; coordinating with hotel staff; and processing guest transactions and records. Potential career paths include Front Desk Supervisor, Front Desk Manager, Front Office Manager, Operations Manager, Assistant General Manager, General Manager, and Area Vice President of Operations.

Requirements

High school graduate or General Education Degree (GED).
One year of previous experience in a similar hotel position.
Basic computer skills.

Responsibilities

Resolve guest complaints and ensure guest satisfaction.
Anticipate guest needs, respond promptly, and acknowledge guests regardless of workload or time of day.
Maintain positive guest relations.
Maintain current knowledge of hotel features and services, hours of operation, room rates, special packages and promotions, daily occupancy, expected arrivals and departures, and scheduled group activities.
Obtain the assigned bank, verify the accuracy of contracted monies, and keep the bank secure.
Answer department calls within three rings using the correct greeting and telephone etiquette.
Process guest check-ins and verify registration card information with guests.
Obtain and enter backup information for guest credit or payment methods, and collect cash when designated.
Direct the Bell Person to escort guests and transport luggage to their rooms.
Handle overbooked or walk-in guests.
Accept and record wake-up call requests.
Monitor, send, and distribute guest faxes.
Communicate pertinent guest information, including special requests and amenity deliveries, to designated departments or personnel.
Resolve room-status-report discrepancies with Housekeeping.
Match the bucket check to the in-house guest ledger report and report discrepancies to the Manager.
Process guest check-outs.
Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.