Front Desk Agent Luxury Hotel

Description

This is a highly visible role that has a direct impact on creating the guest experience. Welcomes and accommodates guests, visitors, and staff warmly and courteously. Oversees the guest registration and check-out process. Promotes hotel services and amenities and provides helpful information.

RESPONSIBILITIES:

· Must have a true desire to satisfy the needs and desires of our guests and others in a fast-paced environment. Perform all duties toward the goal of maximizing guest service.

· Greet all guests and visitors in a friendly, professional manner, giving proper eye contact and prompt attention. Be on alert for guests or visitors that appear to have questions or need aid and be ready to assist them at all times.

· Greet guests who have made reservations for lodging and register them efficiently and pleasantly. Greet visitors who are looking for accommodations and attempt to meet their needs.

· Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)

· Accommodate room changes expediently.

· Ensure a high level of knowledge of the hotel, including, but not limited to, hotel rates and promotions, room types and layouts, hotel services and amenities, restaurant offerings and hours of operation, and the hotel’s historical significance.

· Acquaint guests with city attractions, community events, and nearby areas of interest.

· Help resolve guest issues and respond to special requests. In the case of a service failure, listen empathetically to the issue, promptly report the issue to Management, and implement an appropriate service recovery response to restore guest satisfaction.

· Settle guest accounts upon check-out and process forms of payment. Accurately following accounting procedures and cash handling policies.

· Respond to all questions, whether from a guest, visitor, or coworker, in a courteous, pleasant manner and give out accurate, helpful information.

· Responsible for proper key control and other security measures.

· Participate in safety/security training and maintain knowledge of all safety procedures, including life safety, emergency/fire evacuation, and other protocols to ensure a safe and secure environment. 

· Work closely and cooperatively with other front office and administration staff, including Valets, Bellman, Sales, and the Accounting team. Exemplify strong teamwork and treat all coworkers with professional respect.

Requirements

KNOWLEDGE, SKILLS, AND ABILITIES:

· Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co-workers, both in person and by telephone.

· Strong customer-relation skills with a total commitment to guest satisfaction. Must be a "people-person" who thrives on public contact. 

· Ability to deal with guests when they are angry or upset.

· Professional appearance and mannerisms. 

· Knowledge of computer keyboard and printer operation. Ability to accurately and efficiently input information into computer systems.

· Previous cashier experience/ Basic accounting skills.

· Ability to work quickly and thoroughly when under pressure.

· Knowledge of hotel facilities and features.

· Ability to attend to more than one task at a time.

· Ability to maintain excellent attendance and punctuality.

· Knowledge of the area and surrounding communities.

EXPERIENCE:

· High School Diploma or GED required. 

· Customer Service experience preferred.

PHYSICAL DEMANDS:

· Must be able to stand for long periods.

· May include crowded office setting or “close quarters”.

General office environment with limited physical activity 

Salary : $16