Front Desk Agent

Overview

The Front Desk Agent is responsible for providing the highest quality guest service as it pertains to checking in/out of hotel guests; assisting guests with their luggage; taking hotel reservations; and answering guest questions in a gracious and professional manner. Demands accuracy with daily accounting procedures.

Salary Rate: $18.00/hour

Enthusiastically welcome our guests, anticipate their needs, assist them with check in and check out, and respond promptly with your personal spirit, however busy and whatever time of day. Create memorable experiences with a warm, welcoming personality that can relate to guests and associates. Utilize the freedom to go beyond to take initiative to resolve guest complaints and create loyalty. Share your personal passions and knowledge of the services and amenities available to guests to help them feel laborate with team members to communicate what you see and hear to staff and management to ensure the guests’ needs are being met.

Enjoy multi-tasking at a fast pace while having an impeccable eye for detail l to ensure accuracy and efficiency.

Essential:

• 1. Ability to satisfactorily communicate in English (interact, understand, & respond) with guests, co-workers and management to their understanding.
• 2. Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• 3. Ability to accurately compute and manipulate mathematical calculations.
• 4. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• 5. Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact, and diplomacy to defuse difficult situations.
• 6. Ability to work well under pressure and multitask.
• 7. High school graduate.
• 8. Punctuality and reliable attendance.
• 9. Interpersonal skills and the ability to work well with co-workers and guests.

• A warm personality, attentive, and presentable.
• Committed to delivering high levels of customer service.
• Responds courteously and efficiently to queries and problems from guests, and all staff.
• Check-in and check-out hotel guests in a confident, professional, and friendly manner.
• Initiate upgrades offer and other upsell programs to maximize revenue.
• Direct guests to their rooms and provide information about resort amenities and events, such as restaurant and bar hours, wellness activities, etc.
• Provide gracious and efficient guest communication. Calls and emails should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Provide luggage assistance to guests as needed in a friendly and efficient manner.
• Review arrivals noting special requests and blocking rooms as necessary for VIP guests and group arrivals.
• Complete all items as listed on shift checklists.
• Ensure proper credit card procedures are followed to include credit card imprint and guest signature.
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift.
• Maintain complete knowledge at all times of:
  • all hotel features/services, hours of operation.
  • all room types, numbers, layout, décor, appointments and location.
  • all room rates, special packages and promotions.
  • daily house count and expected arrivals/departures.
  • room availability status for any given day.
  • scheduled daily group activities.
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
• Take, record and relay messages accurately, completely, and legibly using ALICE system.
• Accept and record wake-up call requests for Night Audit to complete.
• Communicate arrival guest information to designated departments/personnel (i.e., special requests, amenity deliver).
• Meet with departing Guest Experience Host to review business status and follow-up items.
• Provide Concierge service - fluent knowledge of local restaurants, unique events, city attractions, and guest amenities.
• Knowledgeable of hotel fire and…