About This Role
Greeting guests, handling inquiries, and managing check-ins and check-outs are the core responsibilities of the Front Desk Agent. This role is crucial for ensuring outstanding customer service and efficient hotel operations.
Responsibilities
- Ensure outstanding customer service at all times
- Maintain a friendly, professional, cheerful, and courteous demeanor at all times
- Accurately answer inquiries from potential guests and accept hotel reservations
- Consistently resolve guest problems and complaints in an efficient manner while demonstrating a sense of urgency
- Respond to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
- Use suggestive selling techniques to sell room nights, increase occupancy and revenue
- Resolve customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
- Allocate rooms to expected arrivals after checking the guests preferences and special requests
- Build strong relationships and coordinate with all other departments (housekeeping, maintenance, etc.)
- Ensure phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner
- Cross check all billing instructions to ensure they are correctly updated
- Handle group arrivals and pre-register each guest
- Ensure payments are made or on file for each guest and that billing is routed for groups correctly
- Complete cash transactions and maintain full responsibility for personal bank
- Ensure Front desk log (book or system) is read and updated
- Ensure safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD
- Assist all departments in servicing the guests especially during high volume periods
- Attend meetings as required
Requirements
- Experience in customer service, forward-facing, or other guest-related positions
- Proficient in Microsoft 365 or similar computer applications
- Minimum High school diploma, GED or equivalent
Nice to have:
- Experience in the hospitality industry, hotels, restaurants or similar in various roles
Benefits
- Comprehensive Medical/Dental/Vision benefits
- 401K
- Generous PTO program
- Opportunity to advance career within the company
Important Details
- Pre-employment background check required
About the Company
