Hotel Front Desk Agent

Westlake Village Inn•Westlake Village, CA

5d•Onsite

About The Position

The Front Desk Agent is responsible for providing exceptional guest service while assisting with hotel operations. This role supports the guest experience by efficiently handling check-ins and check-outs, reservations, guest requests, phone calls, and front desk operational duties while providing a welcoming and personalized experience for our guests while complying with all Westlake Village Inn policies.

Requirements

Minimum one-year experience in a front desk associate, and/or receptionist role.
Excellent verbal and written communication skills; English
Friendly, outgoing personality, and strong attention to detail
Experience using OPERA cloud
Excellent interpersonal and customer service skills including dealing with difficult and rude patrons.
Excellent organizational skills and attention to detail.
Familiarity with local area with the ability to provide directions and maps to local attractions and destinations.
Strong communication skills, both written and verbal.
Exceptional interpersonal skills with the ability to remain calm and professional under pressure.
Ability to multitask and prioritize effectively in a fast-paced environment.
Strong attention to detail and organizational skills.
Ability to stand and walk for extended periods of time (typically 8 hours or longer)
Ability to grasp, finely manipulate with fingers, and hands
Frequent use of hands, fingers, wrists, and arms for typing, handling check-in materials, and operating the phone or computer systems
Ability to occasionally bend, lift, carry, push, pull up to 25 pounds

Nice To Haves

Receptionist: 1 year (Preferred)
OPERA Cloud: 1 year (Preferred)
Hospitality: 1 year (Required)

Responsibilities

Checks guests in and out in an efficient and friendly manner, ensuring accuracy of room charges and guest information.
Checks guests out of the hotel, ascertains guests’ satisfaction, posts late charges, and presents bills to guests.
Processes guest payments, including credit card and cash transactions, while maintaining accuracy and proper cash-handling procedures.
Maintains a balanced bank assigned by the hotel. Makes changes and issues paid outs reconciling all transactions at the close of each shift.
Handles all areas of the hotels guest interactions and resolves guest concerns while maintaining a positive and professional approach.
Assists customers in all inquiries in connection with hotel service, hours of operations, key hotel personnel, in-house events, directions, etc.
Responds to all guest requests in an accurate and timely manner. Interaction with guests will be in person or via telephone.
Works harmoniously and professionally with co-workers and supervisors.
Accepts reservations, changes, and cancellations in the absence of reservations department staff.
Answers telephone calls to the hotel and directs them appropriately.
Coordinates arrivals, departures, and billing requirements.
Assures that all financial and credit procedures are followed. Follows up on credit issues. Reviews all paid-outs and rebates and direct bill accounts. Checks day shift work to ensure that all transactions are reconciled with proper approvals.
Takes action in all matters related to the safety, security, satisfaction, and well-being of hotel guests and employees.
Responds swiftly and effectively in any hotel emergency or safety situation.
Utilizes Hotel computer system to check guests in and out of rooms, run daily reports, run night audit reports, and select and block rooms for arriving guests, and other front desk functions.