Front Desk Agent
About The Position
Job Summary: Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures. Duties and Responsibilities: Practice OSHA (Occupational Safety and Health Administration) standards and comply with all company safety policies and procedures Greet guests in a friendly, prompt and professional manner. Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner. /PBX Shifts Up-sell rooms where possible to maximize hotel revenue. Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank. Issue, control and release guest safe-deposit boxes. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up. Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction. May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes. Promote teamwork and quality service through daily communications and coordination with other departments. Answers calls within the prescribed time frame, respond to the caller in a professional manner and according to established scripts and standards and promptly route calls to its destination. Provide callers with local directions and general information in a courteous and accurate manner. Acts as a central communications point during emergency/crisis situations. Follow emergency, safety and security procedures including calling local fire, police, poison control, etc. for assistance. Respond to in-house guest concerns or complaints in a timely manner. Make appropriate service recovery gestures according to established guidelines. Notify management of any malfunctioning telephone equipment or accessories. May operate in-house paging system as well as serve as base communications with security and maintenance departments. Promote teamwork and quality service through daily communications and coordination with other departments. Be aware and prepare for all in-house group meetings and VIP arrivals. Perform other tasks including recording incoming packages, mail or faxes and promptly notify guests, providing guest room tours, concierge services, special guest requests, etc. Perform any other duties as assigned
Requirements
- High School diploma or equivalent
- Plus one (1) year of hotel guest service experience
- Must speak fluent English
- Must have a flexible schedule
- May be required to work nights, weekends, and/or holidays
Nice To Haves
- Some college work completed
- Bilingual in other languages is a plus
- Knowledgeable of the OPERA system
- Excellent communication skills
Responsibilities
- Check-in/check-out hotel guests in a timely and professional manner
- Process all payments according to established procedures
- Practice OSHA (Occupational Safety and Health Administration) standards and comply with all company safety policies and procedures
- Greet guests in a friendly, prompt and professional manner
- Register guests, issue room keys, provide information on hotel services and room location
- Answer phones in a prompt and courteous manner
- Up-sell rooms where possible to maximize hotel revenue
- Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank
- Issue, control and release guest safe-deposit boxes
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
- Respond appropriately to guest complaints
- Make appropriate service recovery gestures in order to ensure total guest satisfaction
- Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes
- Promote teamwork and quality service through daily communications and coordination with other departments
- Answers calls within the prescribed time frame, respond to the caller in a professional manner and according to established scripts and standards and promptly route calls to its destination
- Provide callers with local directions and general information in a courteous and accurate manner
- Acts as a central communications point during emergency/crisis situations
- Follow emergency, safety and security procedures including calling local fire, police, poison control, etc. for assistance
- Respond to in-house guest concerns or complaints in a timely manner
- Make appropriate service recovery gestures according to established guidelines
- Notify management of any malfunctioning telephone equipment or accessories
- Operate in-house paging system as well as serve as base communications with security and maintenance departments
- Be aware and prepare for all in-house group meetings and VIP arrivals
- Perform other tasks including recording incoming packages, mail or faxes and promptly notify guests, providing guest room tours, concierge services, special guest requests, etc
- Perform any other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
251-500 employees
