Front Desk Agent

Overview:

The Front Desk Clerk is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Key Duties & Responsibilities:

1. Guest Check-In and Check-Out

• Check-In: Greet guests warmly, verify their reservation details, provide room keys, and offer information about the hotel's amenities and services.
• Check-Out: Process guest check-outs, ensure all charges are accurate, ask about the guest's stay, and collect feedback when appropriate.

2. Reservation Management

• Handle incoming reservations (via phone, email, or booking systems) and ensure rooms are assigned appropriately.
• Modify, cancel, or confirm reservations as necessary, and update guest information.
• Coordinate with housekeeping and maintenance departments to ensure rooms are ready and in good condition.

3. Guest Services and Problem Resolution

• Respond to guest inquiries, complaints, or requests in a timely manner.
• Offer information about local attractions, dining options, and transportation.
• Resolve any issues that arise during a guest's stay, such as complaints about room conditions or service problems.

4. Billing and Payments

• Process payments for guest stays (cash, credit cards, etc.).
• Prepare bills and invoices for check-out, ensuring all charges (room rates, extra services, taxes) are correct.
• Handle any billing discrepancies or adjustments as needed.

5. Administrative and Operational Duties

• Maintain a guest registry, and log room availability and bookings.
• Keep accurate records of cash transactions, and any special requests or VIP guests.
• Handle incoming phone calls, emails, and faxes, and forward messages or requests to the appropriate staff.
• Ensure the lobby and front desk areas are clean, organized, and well-stocked with brochures, maps, and promotional materials.

6. Security and Safety

• Monitor guest access, including providing room keys and ensuring that only authorized guests can enter restricted areas.
• Respond to emergencies such as fire alarms, security breaches, or medical issues, and liaise with security or emergency personnel as necessary.

7. Communication and Coordination

• Act as a liaison between the front desk and other departments (housekeeping, maintenance, concierge, etc.).
• Communicate with staff about guest preferences, special requests, or any issues that need addressing.

8. Promoting Hotel Services

• Inform guests about hotel facilities, services (e.g., gym, spa, restaurants), and promotions.
• Upsell additional services such as room upgrades, event spaces, or package deals.

9. Handling Guest Feedback and Complaints

• Gather feedback from guests regarding their stay and address complaints or concerns.
• Record and escalate any serious issues to management as needed.

10. Handling Mail and Deliveries

• Manage incoming and outgoing mail or packages for guests.
• Ensure guest messages or parcels are promptly delivered to the correct room.

11. Team Collaboration

• Work with other hotel staff, including housekeeping, concierge, and maintenance, to ensure smooth operations and exceptional guest experiences.
• Participate in regular team meetings to discuss guest feedback, upcoming bookings, and operational challenges.

12. Cash Handling and Financial Accuracy

• Ensure that cash drawers are balanced at the beginning and end of shifts.
• Handle financial transactions securely, including credit card transactions and refunds when needed.

Education and Experience:

• High School Graduate or General Education Degree (GED).
• One year previous experience in a similar position in a hotel.
• Basic computer skills required.

Brand: Choice Hotels
Address: 2091 Eatonton Rd, Madison GA 30625
Property Description: Sleep Inn

Job Type: Full-time

Pay: $12.00 - $14.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Night shift
• Weekends as needed

Experience:

• Customer service: 1 year (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Ability to Commute:

• Madison, GA 30650 (Required)

Work Location: In person

Salary : $12 - $14