Front Desk Agent

GUEST SERVICES / FRONT DESK AGENT

REPORTS TO: Operations Manager

STATUS: Non-exempt, Hourly

JOB SUMMARY

The Guest Service Agent is responsible for greeting and registering hotel guests, providing outstanding guest services during their stay, and settling the guest’s account upon completion of their stay. The guest service agent consistently provides attentive, courteous, and efficient customer service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Requirements

• Ability to multi-task and problem-solve with a high attention to detail.
• Ability to maintain excellent communication skills while interacting with the team and guests.
• Ability to effectively listening to, understand, and clarify guest concerns or complaints.
• Ability to approach all encounters with guests and hotel associates in a customer focused and service-oriented manner.
• Adheres to the internal dress code and wears assigned uniform in line with brand standards while representing the hotel.

Preferences

• Previous experience in a face to face customer service role
• Hotel front desk experience preferred

Physical Requirements

Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Ability to stand during entire shift with two intermittent 15 minute breaks.

Responsibilities

• Greet and welcome all guests approaching the Front Desk in accordance with North Star Lodging Management/Marriott standards.
• Manage incoming calls on a multi line phone system.
• Handle requests and logging of mail and messages for guests as needed.
• Answer guest inquiries about hotel service, facilities, and hours of operation including GXP Chats in a timely manner.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Follow all North Star Lodging Management/Marriott credit policies.
• Maintain working knowledge of all rates, packages, and special promotions;
• Maintain familiarity with all in-house groups; closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow a rate quoting scenario.
• Maintain knowledge of and assist in emergency procedures as needed.
• Handle check-ins/outs in a customer focused manner.
• Follow necessary key procedures and policies at all times for security purposes.Z`
• Manage and operate all relevant aspects of the Front Desk computer system including CLC, key system, GXP, Mobile key, and third party reservation sites.
• Process payments and follow the payment processing SOP and procedure.
• Attend meetings as needed.
• Stock and clean market in front lobby area of the hotel during each shift.

Job Types: Full-time, Part-time

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift

Ability to Commute:

• New Stanton, PA 15672 (Required)

Ability to Relocate:

• New Stanton, PA 15672: Relocate before starting work (Required)

Work Location: In person