FT or PT Front Desk Agent 3p-11p Cooperstown NY

We are seeking Front Desk Agents who will assist in the proper execution of Guest
Satisfaction and service standards. Ensuring that hotel guests receive hospitable and responsive service at check-in, during the stay, and upon departure, ensuring guest satisfaction and loyalty.

Shifts are typically 3pm-11pm but flexibility is encouraged. Weekends and holidays.

Front Desk Agent

· Accurate and hospitable handling of guest reservation, check-in, check-out, payment, including credit card and cash handling procedures

· Proficient administration of the hotel's electronic reservation system

· Prompt, friendly response to guest requests or concerns with follow-up to ensure satisfaction

· Compliance with hotel safety programs and procedures, including emergency and security systems

· Ensures that all required documentation (daily reports, checklists, etc.) are completed in a timely manner

· Transmit and receive messages, using telephones or telephone switchboards.

· Contact housekeeping or maintenance staff when guests report problems.

· Make and confirm reservations.

· Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.

· Record guest comments or complaints, referring customers to managers as necessary.

· Advise housekeeping staff when rooms have been vacated and are ready for cleaning.

· Assures that front desk is covered and maintained at all times.

· Reviews arrivals and departures for guest preferences to ensure customer satisfaction.

· Checks guests in and out of hotel and other assistance if needed.

· Provides information and acts as a resource of services to guests or hotel visitors by making restaurant reservations/suggestions, arranging car services, giving directions, etc.

· Responds and acts on guests’ complaints, service or security problems.

· Reviews logbook for any actions or messages passed on by previous shift.

· Performs switchboard responsibilities ensuring that all calls are answered, and all wake up calls are delivered in a timely fashion according to IHG standards.

· Ensures proper backup is attached to the corresponding folios.

· Ensures that all guest charges are posted accurately to the guest folios.

· Runs and verifies pre-audit steps to ensure final update accuracy.

· Reviews the room rate variance report and checks for obvious or questionable rates.

· Balances all credit card and direct bill payments before transferring to city ledger.

· Ensures all interfaces are operational.

· Generates direct billing statements.

· Prints out statements of all bills transferred to city ledger.

· Packages all night audit backup material for review by the hotel accountant.

· Passes on any information gathered during the audit that may be of significance to the hotel accountant via e-mail.

· Handles guest complaints and resolves all guest issues resulting in win-win outcomes.

· Prints and labels registration cards for next day's arrivals.

· Monitors present day availability and house count and take appropriate action as needed.

· Prints reports for start of the business day, for the General Manager, Front Desk and Housekeeping.

· Maintains and accounts for assigned cash bank and front office cash record.

· Understands Opera, IHG, product and brand identity and upholds all service procedures and communication standards as outlined by brand Standard Operating Procedures.

· Trains on and executes all applicable IHG Standards and Operating Procedures.

· Performs miscellaneous duties as required.

Experience and Qualifications:

· Previous Hotel Front Desk experience but not required.

· High School diploma.

REQUIREMENTS

· Previous Front Desk Experience preferred but not required.

Customer service skills and the ability to multi-task.

Job Type: Full-time or part time.

Job Types: Full-time, Part-time

Pay: $16.00 - $16.50 per hour

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Evening shift

Experience:

• customer service and/or hotel: 1 year (Required)

Location:

• Cooperstown, NY 13326 (Preferred)

Shift availability:

• Night Shift (Required)

Ability to Commute:

• Cooperstown, NY 13326 (Required)

Work Location: In person

Salary : $16 - $17