Hotel Front Desk​/PBX Agent

Overview

BASIC

PURPOSE:

Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs.

• Handle guest registration and room assignments, accommodating special requests whenever possible.
• Pre-register, block reservations, and take same-day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies.
• Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner.
• Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc.
• Cancel room reservations according to procedures.
• Walk customers in a professional and courteous manner according to procedures.
• Working in the PBX department.

• Education:
  
  High School education or equivalent experience.
• Experience:
  
  Experience required by the position is from three months to one full year of employment in a related position with this Company or other organizations.
• Requires a working knowledge of the Front Desk aspect of Marriott’s/Columbia Sussex’s services, policies, or operations and a general knowledge of the hotel. Working knowledge is generally learned on the job.
• Requires knowledge of and ability to operate computer equipment and the reservations system.
• Ability to read and speak English. A second language is preferred.

• Job Type: Full-time
• E.O.E.