Front Office Agent - Crowne Plaza

AJS Hotels•Louisville, KY

3d•Onsite

About The Position

The Front Desk Agents primary role is to provide a high-level guest experience, ensuring personalized service is offered to every guest. This role will check guests in and out of their rooms and resolve issues tactfully and thoughtfully. Essential Job Functions and Responsibilities Safety and Environmental Performance Ensuring that all applicable safety regulations are communicated and adhered to by personal example Support full hotel compliance with safety rules to further our goal of zero (0) accidents and encouragement of reporting and correcting near misses Adhere to SOPs and other work procedures as required to ensure guest satisfaction and consistent service is delivered to our patrons Immediately report all injuries to Loss Prevention, as well as the manager on duty Work Requirements Support the vision, mission, and service standards of the Crowne Plaza Hotel by providing positive, consistent service that exceeds guest expectations Process all guest check-ins, check-outs, room assignments, and room change or late check-out requests Secure payment; activate/reissue room keys; and document exceptions Verify and/or adjust billing for guests Clear departures in the computer system Anticipate guests needs, respond promptly, and acknowledge all guests, however busy and whatever time of day Maintain positive guest experiences at all times Coordinate with Housekeeping to track room status and guest concerns File guest paperwork or documentation Run and check daily reports, contingency lists, and credit card authorization reports Supply guests with directions and information Answer, record, and process all guest calls, requests, questions, or concerns and follow up to ensure guests' satisfaction Arrange transportation for patrons Count and secure the internal bank at the beginning and end of the shift Cash guests' checks, process all payment types, vouchers, paid-outs, and charges, providing change when applicable Accept and record wake-up call requests; deliver to Call One Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery) Assist PBX with switchboard duties Assist with Reservations calls. Handle all Reservation calls after 5 p.m.; process, record, and follow up on any details relative to such Provide Concierge service when no Concierge is available. Assist in other Front Office areas as assigned. Maintain complete knowledge of and comply with all departmental policies/service procedures/standards. Resolve guest complaints, ensuring guest satisfaction Monitor and maintain cleanliness, sanitation, and organization of assigned work areas Answer department telephone within 3 rings, using the correct greeting and telephone etiquette Promote a positive experience to all individuals approaching the Front Desk Other duties as assigned

Requirements

High School Diploma or GED
2 years of customer service experience, preferably in the hospitality industry
Basic computer and math skills
Professional telephone etiquette and office skills
Excellent oral and written communications skills
Fluency in English with preferred experience in a foreign language
Ability to input and access information in the property management system/computers/point of sales system
Ability to type proficiently
Ability to suggestively sale
Ability to analyze and solve problems

Responsibilities

Process all guest check-ins, check-outs, room assignments, and room change or late check-out requests
Secure payment; activate/reissue room keys; and document exceptions
Verify and/or adjust billing for guests
Clear departures in the computer system
Anticipate guests needs, respond promptly, and acknowledge all guests, however busy and whatever time of day
Maintain positive guest experiences at all times
Coordinate with Housekeeping to track room status and guest concerns
File guest paperwork or documentation
Run and check daily reports, contingency lists, and credit card authorization reports
Supply guests with directions and information
Answer, record, and process all guest calls, requests, questions, or concerns and follow up to ensure guests' satisfaction
Arrange transportation for patrons
Count and secure the internal bank at the beginning and end of the shift
Cash guests' checks, process all payment types, vouchers, paid-outs, and charges, providing change when applicable
Accept and record wake-up call requests; deliver to Call One
Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
Assist PBX with switchboard duties
Assist with Reservations calls. Handle all Reservation calls after 5 p.m.; process, record, and follow up on any details relative to such
Provide Concierge service when no Concierge is available
Assist in other Front Office areas as assigned
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
Resolve guest complaints, ensuring guest satisfaction
Monitor and maintain cleanliness, sanitation, and organization of assigned work areas
Answer department telephone within 3 rings, using the correct greeting and telephone etiquette
Promote a positive experience to all individuals approaching the Front Desk
Ensuring that all applicable safety regulations are communicated and adhered to by personal example
Support full hotel compliance with safety rules to further our goal of zero (0) accidents and encouragement of reporting and correcting near misses
Adhere to SOPs and other work procedures as required to ensure guest satisfaction and consistent service is delivered to our patrons
Immediately report all injuries to Loss Prevention, as well as the manager on duty
Support the vision, mission, and service standards of the Crowne Plaza Hotel by providing positive, consistent service that exceeds guest expectations