What are the responsibilities and job description for the Front Desk Agent position at Westmont Group?
We are currently seeking experienced and enthusiastic candidate(s) for our Front Desk Agent with a true passion for the hospitality industry to join our TEAM! You will serve as a brand ambassador through every interaction with guests and be a member of our exceptional TEAM, ensuring guest satisfaction. Welcoming and ensuring guests feel right at home, making their stay with us memorable. Personality, integrity, passion for customer service, determination for career growth, and overall attitude are the most important to us. We are dedicated to thoroughly training & developing our team into hotel leaders through interactive teamwork in a positive work environment!
DAILY TASKS:
- Check-in and check-out hotel guests in a confident, professional, and friendly manner.
- Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
- Review arrivals noting special requests and blocking rooms as necessary for VIP and group arrivals.
- Complete all items as listed on shift checklists.
- Bucket checks to be performed by each shift to verify data as it pertains to guest information, reservation details, and adequate payment authorization.
- Ensure proper credit card procedures are followed at all times to include credit card swipe and guest signature on registration slip.
- Adhere to all cashiering procedures by verifying your bank is accurate and balanced at both the beginning and end of your shift. Print closing reports to verify all cash and credit card transactions during a given shift.
- Advise guest of any messages, mail, faxes, etc. received for them.
- Communicate all services and amenities offered to guests by the hotel.
- Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
- Take, record, and relay messages accurately, completely and legibly.
- Accept, record, and deliver all wake-up call requests.
- Communicate pertinent guest information to designated departments/personnel (i.e. housekeeping for special requests or IRD for amenity delivery).
- Meet with previous Front Desk shift to review hotel status, log-book information, and pass on items.
- Provide Concierge service - fluent knowledge of local restaurants, special events, city attractions, and guest amenities.
- Knowledgeable of hotel fire and emergency procedures as well as all emergency exits and evacuation routes.
- Keep the front desk as well as lobby areas clean and well organized.
- Assist with reservations calls in a professional manner.
- Legibly document and dispatch all guest requests and maintenance needs in the guest request manifest log and submit to the manager.
KNOWLEDGE, SKILLS & ABILITIES
- Prior Hilton hospitality experience preferred
- Prior customer service experience preferred
- Ability to read, listens, and communicates effectively in English, both verbally and in writing.
- Ability to access and accurately input information using a computer system.
- MUST have prior front desk experience
BENEFITS:
- Dental
- Medical
- Vision
- Paid Sick Time
- Paid Vacation
- Paid Holidays
- Birthday Pay
- Life Insurance
- 401-K
- Room discounts
- Free Hot Meals per shift
- Flexible Schedules
- Fast Paced work environment
- Travel Perks & Benefits
- Recognition & Rewards
- Growth Opportunities
Equal Employment Opportunity
Doubletree Omaha does not discriminate on the basis of race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is the intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.
