Front Desk Agent (AM / PM)

21c Museum Hotels•Louisville, KY

About The Position

The Front Desk Agent is the face and voice of 21c and supports all aspects of the guest experience. The role requires knowledge of property services and amenities, welcoming guests, completing check-in and check-out, and coordinating guest experience prior to arrival. The agent provides accurate and timely information and services to arriving, departing, and in-house guests, handles inquiries and reservations, and helps maintain positive guest relations.

Requirements

Past experience dealing directly with the public and general knowledge of basic customer service skills.
Knowledge of standard cash-handling procedures and computerized cash register systems.
Fluency in English.
Ability to understand and follow verbal and written instructions, handle more than one task at a time, and communicate verbally and in writing.
Ability to use tact and understanding when addressing customer-service problems, including stressful and highly emotional situations.
Strong organization and attention to detail, particularly when performing multiple tasks.
Must pass a background check.
High school diploma or equivalent.

Responsibilities

Respond professionally and courteously to arriving, departing, and in-house guests, providing accurate and timely information and services.
Answer telephone and in-person inquiries about reservations, hotel information, and guest concerns.
Welcome arriving guests and complete established check-in procedures using manual and computerized methods.
Facilitate guest check-out by following established procedures, closing guest accounts, and opening rooms for the next sale.
Calculate and post monies, receipts, guest accounts, and other forms of credit, using proper cash-handling methods and procedures.
Answer inquiries and accept reservations in person and by telephone; accurately communicate rates and hotel information and use suggestive selling techniques to sell room nights and increase occupancy and revenue.
Keep abreast of in-house and local events to answer guest questions and concerns knowledgeably and promptly.
Handle incoming and outgoing calls, scheduling, wake-up calls, and guest paging.
Control front-desk cash transactions and maintain personal bank responsibility under the hotel bank agreement policy.
Process guest mail, messages, and faxes by receiving, sorting, notifying, and distributing them.
Stay current on gift shop merchandise, provide information to guests, and process gift shop sales.
Relay art exhibition information to guests.
Maintain department and front-desk log books and other established information and communication sources.
Assist other employees and departments to support overall department and hotel performance.
Perform other duties as assigned, requested, or deemed necessary by management.