Job Summary

The Front Desk/Guest Services Agent is a central part of the team whose main objective is to ensure our guests have a smooth arrival and departure experience. As the first and last impression of the Hotel, this high-profile department carries a special responsibility. The Front Desk is also the natural place where guests direct their comments, questions, suggestions, and concerns. We are looking for candidates who have excellent personal presentation and interpersonal skills. Good problem-solving ability and proficiency in Hotel property management systems.

Job Details

JOB SUMMARY:

• Answer phones in a prompt and courteous manner, within the first three rings.
• Create and confirm guest reservations in property management system.
• Up-sell rooms when possible to maximize revenue.
• Assign rooms in system prior to guest arrival, keeping house balanced
• Prepare arrival paperwork including key packets.
• Communicate pertinent guest information to designated departments/team members such as special requests related to Housekeeping and possible delivery of an amenity.
• Check-in and out guests efficiently.
• Anticipate guest needs based on agent’s knowledge of guests staying
• Process all cash and credit card transactions using established procedures
• Take action to solve guest problems or complaints using appropriate service recovery guidelines, involving appropriate team members and follow up to ensure completion and guest satisfaction.
• Follow established hotel standards of procedures
• Maintain confidentiality of all guests and hotel information at all times
• Great attention to detail in order to ensure security of guest room access.
• Maintain key security following procedures for programming key cards for length of stay only and distributing additional keys only to guests listed on reservation with proper ID.
• Maintain guest history files on all guests in property management system.
• Highly aware of surrounding area and events to make recommendations for guests.
• Generate, print and distribute daily and weekly reports
• Complete shift checklist for every shift, sign and include in daily drop
• Resolve discrepancies on the room status report with Housekeeping
• Responsible and accountable for issued bank. Count bank at beginning and end of shift.
• Report all cash over/shorts to management. Comply with hotel and department accounting procedures. Consistently follow all cash handling procedures
• Open and close shift correctly. Make cash drops in accordance with proper cash handling procedures.
• Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, amenities, locations, room rates, special packages and promotions.
• Refer guests to hotel outlets to maximize hotel revenue. Connect guest to local attractions and services.
• Maintain clean, neat and professional appearance of front desk and lobby area at all times.
• Perform additional duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES

• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and team members.
• Ability to accurately and efficiently input information into computer systems
• Ability to work cohesively with team members both within and outside of your department
• Ability to think clearly, quickly and make concise decisions
• Ability to prioritize, organize and follow up
• Ability to work well under pressure, dealing with many arrivals and departures within a short period of time
• Previous customer service experience
• Previous hotel front desk experience is strongly preferred
• Must have a high school diploma or equivalent
• Must speak fluent English. Bilingual a plus!
• Ability to stand for extended period of time
• Ability to carry or lift items weighing up to 50 pounds
• Must have open availability. Will be required to work weekends, and holidays according to the needs and demands of the hotel.
• Basic computer skills needed to operate various property management systems.
• Must have reliable transportation

QUALIFICATIONS:

• Minimum of high school diploma / equivalency or at least two years of progressive experience in a customer service, hospitality or a related field required
• Must possess English Language Skills sufficient to fully comprehend job assignments, including the ability to read, write and communicate in fluent English

PHYSICAL REQUIREMENTS:

• Working extended hours may be required as needed
• Regularly required to stand, walk, sit, use repetitive wrist and finger movement, handle or feel objects, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl
• Work on a computer for extended periods of time, approximately 8 hours per day
• Lifting (rarely) 20 – 25 lbs.