What are the responsibilities and job description for the Front Desk Agent position at Naples Hotel Group?
Overview : As a Guest Service Representative, you will play a pivotal role in ensuring guest satisfaction from check in, to check out through attentive, personalized service for each guest. Candidate must be able to work flexible AM and PM shifts and weekends. You will be focused on optimizing each guest’s experience by living out our company purpose of “hospitality from our family to yours”.
Responsibilities :
- Perform the functions of the front desk including processing all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.
- Set wake up calls in an efficient, warm and friendly manner.
- Answer all incoming phones in three or less rings.
- Create, confirm, and make changes to reservations for guests.
- Review account and charges and payment information with guests during the checkout process.
- Answer inquiries pertaining to hotel amenities and facilities
- Serve as a local area expert offering recommendations or information on local shopping, dining, entertainment, and travel directions.
- Log and resolve all guest comments or complaints to ensure all guests leave our hotels 100% satisfied.
- Complete all required tasks and reports on the shift checklist.
- Maintain the shift pass on log accurately to ensure proper communication between shifts is maintained.
- Complete and log call-backs to guests who have checked in to ensure satisfaction with the room.
- Creates works orders for maintenance using our work order tracking system.
- Maintain the cleanliness and organization of the hotel lobby and front desk area.
- Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
- Greet each guest that you encounter during your shift with a friendly smile.
- Ensures uniform and personal appearance are clean and professional.
- Follow hotel procedures for reporting and turning in lost and found articles.
- Coordinate with other departments as necessary to resolve service requests or problems.
- Ensure guest and associate safety by following established security procedures including emergency procedures, key security and protecting guest and company confidential information.
- Follow all company and safety procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
Qualifications :
