Job Title: Front Desk Agent
Overview: As a Front Desk Agent, you will play a crucial role in ensuring our guests receive exceptional service from the moment they arrive until their departure. Your dedication to guest satisfaction will help create memorable experiences in our hotel.
Candidate Profile:
Experience:
- High school diploma or equivalent required; college degree preferred.
- Previous experience in hotel front desk operations is a plus.
Key Responsibilities:
- Welcome guests upon arrival and assist with their departure, ensuring a positive experience throughout their stay.
- Efficiently complete the registration process by accurately inputting and retrieving information from our computer system, confirming guest details such as number of occupants and room rates in line with established guidelines.
- Collaborate with various hotel departments to deliver an exceptional guest experience.
- Communicate important guest information to relevant departments (e.g., special requests, amenity deliveries).
- Provide information about the hotel and local attractions, showcasing our upscale amenities and services.
- Maintain strict confidentiality regarding all guest and hotel information.
- Ensure security of guest room access through meticulous attention to detail.
- Document and address guest requests, complaints, or issues promptly, notifying appropriate personnel for resolution.
- Handle cash and credit card transactions accurately, processing guest accounts upon checkout efficiently.
- Manage guest inquiries and complaints with professionalism, following up to ensure high satisfaction levels; negotiate compromises in line with our “Make it Right” guidelines when necessary.
- Generate, print, and distribute daily and weekly reports as needed.
- Resolve discrepancies on the room status report in coordination with Housekeeping.
- Maintain comprehensive knowledge of hotel features/services, hours of operation, room types, rates, special packages, and promotions.
- Answer the telephone promptly, providing clear communication, input messages into the system and relay information to guests.
- Adhere to hotel safety policies and procedures, reporting any accidents or injuries in a timely manner.
- Keep the work area clean and organized to ensure safe and efficient operations.
- Perform other related duties as assigned.
Qualifications:
- Proficient in accessing and inputting information using a moderately complex computer system.
- Experience with cash and credit transactions.
- Familiarity with local attractions and transportation options.
- Strong ability to provide efficient guest registration, checkout, and telephone service while adhering to brand standards.
- Skilled in handling customer interactions with tact and diplomacy to resolve conflicts effectively.
- Capable of identifying signs of emergency situations and responding appropriately.
- Ability to establish and maintain positive working relationships with associates and guests.
- Excellent command of the English language, both written and verbal.
- Strong multitasking and prioritization skills, with a focus on follow-up and customer service.
- Regular attendance is essential; must be available to work a flexible schedule, including weekdays, evenings, weekends, and holidays.
- High standards of personal appearance and grooming; uniform and nametag must be worn at all times.
Physical Demands:
- This position requires standing for a significant portion of the time and may involve some lifting.
- Due to the nature of the hospitality industry, employees may be asked to work varying schedules, including holidays and weekends, and attend all scheduled training sessions and meetings.
Join Our Team! If you are passionate about delivering outstanding guest service and thrive in a dynamic environment, we invite you to apply for the Front Desk Agent position. Be part of a team that values excellence and hospitality!