What are the responsibilities and job description for the FRONT DESK AGENT position at Westmont Group?
Base pay (DOE) PLUS incentive pay program!
As a Hotel Front Desk Agent, you will be the first point of contact for guests, providing exceptional customer service and ensuring a smooth check-in and check-out process. Utilizing core skills in customer service, front desk operations, and hotel experience, you will handle guest inquiries, reservations, and requests efficiently. Your premium skills in hospitality management and multilingual abilities will enhance the guest experience, while your relevant skills in multi-line phone systems and guest relations will help you address guest needs effectively. Join our team and be a vital part of creating a welcoming and comfortable stay for our guests.
Responsibilities
Greet guests immediately with a friendly and sincere welcome. SMILE and use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys, certificates, and coupons as appropriate. Requires continual standing and movement throughout front office areas.
Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash; make change and balance as assigned house bank. Accept and record vouchers, travelers’ checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for guests as requested.
Close guest accounts at the time of check out and ensure guest’s satisfaction. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines, may include turning problem over to a supervisor.
Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating and air conditioning, etc. Remain calm and alert especially during emergencies and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. Keeps the corridors and service area neat at all times.
Adheres to all company policies and procedures.
Follows safety and security procedures and rules.
Knows department fire prevention and emergency procedures.
Utilizes protective equipment.
Reports unsafe conditions to supervisor/manager.
Reports accidents, injuries, near misses, property damage or loss to supervisor.
Provides for a safe work environment by following all safety and security procedures and rules.
All team members must maintain a neat, clean and well-groomed appearance. (Specific standards outlined in team member handbook).
Assists other Front Desk Personnel when need.
Perform any related duties as requested by supervisor/manager
Skills
Work experience as a Hotel Front Desk Agent, Receptionist or similar role
Experience with hotel reservations software OnQ and/or PEP a plus!
Customer service attitude
Excellent communication and organizational skills
Ability to access and accurately input information using a moderately complex computer system.
