Weekend Hotel Front Desk Agent - Ambassador Hotel Kansas City

Coury Hospitality•Kansas City, MO

About The Position

The Hotel Front Desk Agent is a highly visible member of the Front Office team who directly contributes to the guest experience. The agent welcomes and assists guests, visitors, and staff; manages guest registration and checkout; promotes hotel services and amenities; and provides useful information about the hotel and the surrounding area. The role requires a strong commitment to guest satisfaction, professionalism, teamwork, confidentiality, and accurate handling of guest accounts and payments.

Requirements

Ability to communicate clearly and pleasantly in spoken and written English with guests, management, and coworkers, in person and by telephone.
Strong customer-relations skills and commitment to guest satisfaction.
Ability to handle interactions with angry or upset guests.
Professional appearance and demeanor.
Ability to use a computer keyboard and printer and to enter information accurately and efficiently into computer systems.
Previous cashier experience or basic accounting skills.
Ability to work quickly and thoroughly under pressure.
Knowledge of hotel facilities and features.
Ability to manage more than one task at a time.
Ability to maintain excellent attendance and punctuality.
Knowledge of the local area and surrounding communities.

Nice To Haves

Customer service experience.

Responsibilities

Provide friendly, professional greetings and prompt attention to guests and visitors, and proactively offer assistance.
Register guests with reservations and assist visitors seeking accommodations.
Set up accurate guest accounts according to individual preferences, including room type and payment.
Accommodate room changes promptly.
Maintain knowledge of hotel rates, promotions, room types, services, amenities, restaurant offerings and hours, and the hotel's historical significance.
Inform guests about city attractions, community events, and nearby points of interest.
Resolve guest issues and special requests; listen empathetically, report service failures to Management, and provide appropriate service recovery.
Settle guest accounts at checkout, process payments, and follow accounting and cash-handling procedures.
Answer questions from guests, visitors, and coworkers courteously and provide accurate, helpful information.
Maintain proper key control and follow security measures.
Participate in safety and security training and follow life-safety, emergency, and fire-evacuation procedures.
Work cooperatively with Front Office and administrative staff, including Valets, Bellman, Sales, and Accounting.
Communicate relevant guest information, such as special requests and amenity deliveries, to designated personnel and departments.
Handle lost and found items properly.
Report accidents, injuries, unsafe conditions, and maintenance issues to Management or Maintenance.
Wear the required uniform and meet professional grooming standards.
Maintain confidentiality of guest and hotel information.
Participate in ongoing training and perform other duties as assigned.