FRONT DESK AGENT

Guest Service Agents

We are seeking a Front Desk Agent to become a part of our growing team! You will accommodate patrons, as well as identify areas of improvement to increase efficiency.

Job Summary

Manages the day-to-day responsibilities associated with accommodating guests' arrivals, departures and requirements at the main desk of the establishment.

Responsibilities

• Greets registers and assigns rooms to guests.
• Issues room keys or cards.
• Answers incoming telephone calls.
• Sets up wake-up calls within the phone system requested by guests.
• Schedules, cancels and confirms reservations.
• Transmits and/or receives messages.
• Keeps records of occupied and vacant rooms and guests' accounts at all times.
• Processes payments on time according to policy and procedures.
• Ensure all folios hold a zero balance by end of the shift, based on ‘pay then stay’ guest policy.
• Communicate pertinent guest information to designated departments to assist guests as needed.
• Answers inquiries pertaining to hotel services and area attractions.
• Handles guest needs, complaints or concerns.
• Maintains balanced drawer and change boxes during shift and at the transition of shift.
• Record any maintenance issues from guests and staff in the maintenance log or computer system.
• Receptive to feedback.
• Arrives and departs the job site on time according to schedule and demand.
• Folds laundry as needed or directed while idle.
• Maintain a clean neat and professional demeanor in all public areas.

Required Skills and Qualifications

• Previous experience in customer service, front desk service, or other related fields
• Excellent verbal and written communication skills
• Strong organizational and coordination skills
• Active listening
• Ability to build rapport with guests
• Sales/negotiation skills
• Excellent mathematics skills
• Service orientation
• Social perceptiveness
• Excellent Cash handling
• Computer proficiency
• Problem-solving
• Positive and understanding attitude