AGENT HOTEL
About The Position
As a Hotel Agent, you will be responsible for completing arrival and departure transactions for guests checking in/out of the hotel. Additionally, hotel agents are resources for all guest questions with an upbeat and positive attitude and is the first line of defense when resolving guest complaints. You will greet all guests with the proper introduction, make them feel welcome, answer the telephone promptly with a pleasant voice, attend to all guest inquiries, maintain accuracy in cashiering, assist guests with problems, complaints or special needs, effectively generate reports according to shift, provide rate information for future or current dates, process casino status changes on guest folios, attach needed paperwork to all checked out folios, and keep stations neat and well stocked with supplies.
Requirements
- Strong Interpersonal and communication skills.
- Proficient in a second language would be beneficial.
- Self-starter with strong problem solving ability.
- One year experience in front desk or guest service field.
- 6 months experience in basic computer knowledge.
- Must be a team Player.
- Excellent oral and written communication in English; heavy telephone volume.
- Must be able to tolerate secondary smoke.
- Close knit environment, with constant co-worker involvement.
- Must be able to complete several tasks at once with accuracy.
- Must be able to stand for entire shift (an average 8 hour shift).
- Ability to perform reaching, stooping and /or crouching motions repeatedly.
- Must be able to communicate verbally.
- Must be able to stand for extended periods of time.
- Must be able to lift 25lbs.
Responsibilities
- Process check-in and check-out transactions for guests.
- Register guests to room while receiving all pertinent information accurately.
- Perform guest registration and room assignments, accommodating special requests whenever possible.
- Pre-register and block reservations.
- Take same day reservations and when necessary future reservations following hotel rate structures and selling strategies.
- Respond to inquiries and complaints in an efficient, courteous and professional manner to achieve maximum customer satisfaction.
- Assist guests with questions about the city and property.
- Assist guests with booking dinner, show, etc… when necessary.
- Assist with guest service recovery when possible.
- Maintain an Upbeat and Positive attitude at all times.
- Be apprised of current events in hotel to assist guests.
- Act as a liaison on behalf of the guest to expedite guest requests.
- Maintain a professional and courteous attitude towards all guests (internal and external).
- Anticipate guests needs and guest expectations.
- Handle guest check-in and check-out in accordance to hotel credit and cash handling policies in an efficient and friendly manner.
- Perform other tasks as assigned by supervisor or manager.
- Troubleshoot all in-room movie / phone / billing problems.
- Resolve customer complaints and answer guest inquiries in connection with hotel services, in-house events, directions, local attractions, etc.
- Cancel room reservations according to procedures.
- Balance $1000 bank daily.
- Prepare key packets, ensure miscellaneous brochures are fully stocked.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
