Front Desk Agent

Crestline Hotels & Resorts•Wilmington, NC

About The Position

The Front Desk Agent supports the guest experience by providing a warm welcome and professional service. The role assists guests with check-in and check-out, answers and processes phone calls, and handles requests for services or information according to standard policies and procedures. The position requires maintaining guest and hotel information, processing payments and transactions, coordinating with hotel departments, and resolving guest concerns to ensure satisfaction. 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, operating hours, room rates, packages and promotions, occupancy and expected arrivals and departures, and scheduled group activities.
Obtain the assigned bank, verify the accuracy of its funds, and keep it secure.
Answer department telephone calls within three rings using the correct greeting and telephone etiquette.
Process guest check-ins and verify registration-card information with guests.
Obtain backup information for guest credit or payment methods, enter it into the system, and collect cash when designated.
Direct the Bell Person to escort guests and transport their luggage to rooms.
Handle overbooked or walk-in guests.
Accept and record wake-up call requests.
Monitor, send, and distribute guest faxes.
Communicate relevant guest information, including special requests and amenity deliveries, to designated departments or personnel.
Resolve discrepancies on room-status reports 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.