What are the responsibilities and job description for the Front Desk Agent position at Courtyard Wilmington Downtown?
1. Guest Check-In/Check-Out
- Greet guests warmly upon arrival and assist with the check-in process.
- Verify guest information, assign rooms, and issue key cards.
- Handle check-out procedures, ensuring guests settle their bills, provide receipts, and collect room keys.
2. Reservations Management
- Take phone calls or process online reservations.
- Assist with booking reservations for guests, making sure all information is accurate.
- Manage overbookings or cancellations and resolve any issues that arise.
3. Guest Services
- Answer guest inquiries about hotel services, amenities, and local attractions.
- Address guest concerns or complaints in a professional and timely manner.
- Arrange for special requests, such as wake-up calls, room service, or transportation.
4. Communication and Coordination
- Communicate with housekeeping, maintenance, and other hotel departments to ensure guest needs are met.
5. Billing and Payment Processing
- Process payments, handle cash, credit cards, and other forms of payment.
- Issue invoices and receipts for guest stays.
- Maintain an accurate log of all financial transactions.
6. Security and Safety
- Ensure guest safety by adhering to hotel security protocols.
- Monitor the lobby and entrances to prevent unauthorized access.
- Assist with emergency situations, following the hotel’s emergency procedures.
7. Record Keeping
- Maintain accurate guest records in the hotel’s reservation system.
- Update guest profiles, including preferences, special requests, and loyalty program information.
8. Handling Packages and Mail
- Receive and store guest packages and mail.
- Notify guests when they receive items.
9. General Office Duties
- Answer and direct phone calls.
- Perform administrative tasks, including filing and managing guest documentation.
- Assist in preparing reports, such as occupancy rates or guest feedback.
10. Team Collaboration
- Work closely with the hotel team to ensure seamless guest experiences.
- Help train new staff members as needed.
The role often requires excellent communication, problem-solving skills, and the ability to multitask, ensuring guests have a positive experience from start to finish!
Job Type: Part-time
Schedule:
- 4 hour shift
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Morning shift
Work Location: In person
