Front Desk Agent

Sage Hospitality Group • San Francisco, CA

19d • 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 also handles telephone and in-person inquiries about reservations, hotel information, and guest concerns. The agent completes guest check-in and check-out, processes payments and guest accounts, accepts reservations, shares information about hotel and local activities, and operates the hotel PBX system. The position is based at YOTEL San Francisco.

Requirements

• High school diploma or equivalent.
• High school graduate-level mathematical aptitude.
• Knowledge of standard cash-handling procedures and computerized cash-register systems.
• Experience dealing directly with the public and general knowledge of basic customer-service skills.
• Fluency in spoken and written English.
• Ability to use tact and understanding when addressing 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; and communicate verbally and in writing.
• Ability to stand for most of the shift, bend and kneel repeatedly 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 check-in procedures using manual and computerized methods.
• Facilitate guest check-out by following established procedures to close accounts and prepare rooms for the next sale.
• Calculate and post monies, receipts, guest accounts, and other forms of credit, following cash-handling procedures and maintaining accurate hotel records.
• Answer inquiries and accept reservations in person and by telephone; communicate hotel rates and information and use suggestive selling techniques to increase room sales, occupancy, and revenue.
• Maintain customer relations by staying informed about in-house and area functions and responding knowledgeably to guest questions and concerns.
• Operate PBX equipment, including accepting incoming calls, assisting outgoing calls, scheduling wake-up calls, and paging guests.
• Control front desk cash transactions and maintain responsibility for a personal bank according to the hotel bank agreement policy.
• Maintain a friendly, cheerful, and courteous demeanor.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED