Front Desk Agent

JOB OVERVIEW

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information, directions, local attractions and guest concerns.

At our hotels, we want our guests to rest and feel energized and ready for the day ahead which means we need team members to demonstrate the following service behaviors:

• Make a Connection show guests that they are important and make them feel at ease by taking time to acknowledge them in a friendly way
• Be Helpful familiarize yourself with all the services in the hotel and the local area to answer any question and give guests what they need to find their own way

· Be Efficient take ownership and play your part to get things done by making things easier for guests; doing as much as in advance and multi-task when you need to

DUTIES AND RESPONSIBILITIES

• Performs guest departure (check-out) or guest arrivals (check in) on a daily basis by following computer procedures in order to close guest accounts and insure accuracy on the folio.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Insures appropriate deposits are collected on advance purchase reservations either booked through the brand channels or booked through Online Travel Agencies.
• Answers inquiries and accepts reservations, both in person and by telephone, by communicating hotel rates and information by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Serves as a cashier and attendant for gift shop as needed.
• Takes responsibility for the development and growth of self.
• Attends/completes all required trainings as scheduled and/or assigned.
• Greets and completes established check-in procedures for arriving guests on a daily basis, using computerized methods to insure guest satisfaction in the rooms requested.
• Maintains good customer relations by answering questions and taking care of customer concerns in a timely and knowledgeable manner in person and on the phone.
• Operates the telephone equipment by accepting incoming calls assisting in-house calls to get to the correct department in a timely manner, scheduling and setting wake-up calls and setting trace request to provide guests with timely and efficient service.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Completes welcome calls to all arrivals prior to 9PM to insure their satisfaction and comfort. All welcome calls are logged with appropriate follow up as needed on any guest issues.

· Reviews incoming groups and group information in order to meet and or exceed guests’ expectations and provide accurate information to questions.

· Possess a working knowledge of the surrounding area, hotel facilities and hours, and tourist information in order to provide recommendations, accurate information and directions to guest and respond accurately to guest inquiries

· Assists other departments with guest deliveries and requests with a positive attitude and in a prompt fashion.

· Maintains the lobby in an organized, clean and safe fashion.

· Insure the business center computers are stocked with paper and clean at all times.

· Exhibits a “can do” attitude and work ethic.

· Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received in a timely manner.

· Practices written safety standards and rules at all times.

· Participates and follows the hotel’s practices, procedures and policies regarding Corporate Responsibility.

Job Types: Full-time, Part-time

Pay: $13.00 - $15.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Ability to Commute:

• Kansas City, MO 64153 (Required)

Work Location: In person

Salary : $13 - $15