What are the responsibilities and job description for the Front Desk Agent position at Ambassador Hotel Oklahoma City?
DESCRIPTION :
This is a highly visible role that has a direct impact on creating the guest experience. Welcomes and accommodates guests, visitors, and staff warmly and courteously. Oversees the guest registration and check-out process. Promotes hotel services and amenities and provides helpful information.
RESPONSIBILITIES :
- Must have a true desire to satisfy the needs and desires of our guests and others in a fast-paced environment. Perform all duties toward the goal of maximizing guest service.
- Greet all guests and visitors in a friendly, professional manner, giving proper eye contact and prompt attention. Be on alert for guests or visitors that appear to have questions or need aid and be ready to assist them at all times.
- Greet guests who have made reservations for lodging and register them efficiently and pleasantly. Greet visitors who are looking for accommodations and attempt to meet their needs.
- Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
- Accommodate room changes expediently.
- Ensure a high level of knowledge of the hotel, including, but not limited to, hotel rates and promotions, room types and layouts, hotel services and amenities, restaurant offerings and hours of operation, and the hotel's historical significance.
- Acquaint guests with city attractions, community events, and nearby areas of interest.
- Help resolve guest issues and respond to special requests. In the case of a service failure, listen empathetically to the issue, promptly report the issue to Management, and implement an appropriate service recovery response to restore guest satisfaction.
- Settle guest accounts upon check-out and process forms of payment. Accurately following accounting procedures and cash handling policies.
- Respond to all questions, whether from a guest, visitor, or coworker, in a courteous, pleasant manner and give out accurate, helpful information.
- Responsible for proper key control and other security measures.
- Participate in safety / security training and maintain knowledge of all safety procedures, including life safety, emergency / fire evacuation, and other protocols to ensure a safe and secure environment.
Requirements
KNOWLEDGE, SKILLS, AND ABILITIES :
EXPERIENCE :
