Evening Front Desk Agent - Guest Experience & Reservations

Kaizen Lab Inc.; Wichita (KS); Híbrido; USD 17.000 - 22.000; Jornada completa

Descripción de la vacante

Holiday Inn Express is seeking a Front Desk Agent for the 3pm–11pm shift to provide attentive, courteous, and efficient service to all guests from arrival to departure.

You will manage reservations, check-ins/check-outs, and respond to guest needs while adhering to Lexima/Brand policies and maintaining accurate guest information and billing. Strong English communication and a professional demeanor are essential.

Formación

• Previously worked in hospitality or front desk roles.
• Experience handling cash and basic accounting procedures.
• Strong customer-service focus with ability to resolve issues.

Responsabilidades

• Provide attentive, courteous and efficient service to guests prior to arrival and throughout their stay.
• Handle check-ins and check-outs in a friendly, efficient manner.
• Respond to guest requests, problems, complaints and/or emergencies at the front desk or via reservations.
• Answer guest inquiries about hotel services, amenities and local area.
• Ensure delivery of packages, mail and messages to guests.
• Follow brand policies and maintain awareness of rates, packages and promotions.
• Operate front desk computer system and maintain accurate cash handling.

Conocimientos

hospitality experience

cash handling

accounting principles

customer service

English fluency

Educación

no formal degree required

Descripción del empleo

Holiday Inn Express is looking for a Front Desk Agent to work the 3pm - 11pm shift. They will be responsible forproviding attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing suite revenue and occupancy. The individual is also responsible for all reservation and inquiry calls during their shift. They are expected to actively develop superior service skills in dealing with clients, guest, and co-workers.

Responsibilities

• Provide attentive, courteous and efficient service to all guests prior to arrival and throughout their stay.

• Handle check-ins and check-outs in a friendly, efficient and courteous manner.

• Respond to all guests’ requests, problems, complaints and/or accidents presented at the front desk or through reservations in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.

• Answer all guest inquiries (i.e. hotel services and amenities, the area, etc.).

• Ensure delivery of packages, mail and messages as needed to guests.

• Follow all Lexima/Brand credit policies.

• Be aware of all rates, packages, and special promotions.

• Be familiar with all in house groups.

• Be aware of closed out and restricted dates.

• Obtain all necessary information when taking room reservations and follow rate quoting guidelines.

• Fully understand and be able to operate all relevant aspects of the front desk computer system.

• Focus on his/her role in contributing to guest satisfaction surveys.

• Demonstrate appropriate phone skills.

• Use Lexima/brand selling guidelines as part of the inquiry call process.

• Consistently perform above average in the mystery call process.

• Follow up on all wait list reservations.

• Manage suite inventory.

• Complete shift responsibility checklist.

• Keep front office area clean and organized.

• Comply at all times with Lexima/Brand compliance standards and regulations to encourage safe and efficient hotel operations

• Participate in all-employee meetings, events and other functions required by management.

• Be familiar with all Lexima/Brand policies and hotel rules, as well as hotel terminology.

• Develop full understanding of hotel amenities and services.

• Understand emergency procedures and be prepared to help when necessary.

• Operate radios efficiently and professionally in communicating with the hotel staff.

• Ensure correct and accurate cash handling while at the front desk.

• Use proper radio etiquette when communicating with other employees.

• Perform any other duties as requested by management.

Qualifications

• Previous hospitality experience preferred.

• Knowledge of accounting principles.

• Experience handling cash, accounting procedures and general administrative tasks.

• Must have the ability to assimilate complex information and data from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.

• Must be effective in handling problems in the workplace, including anticipation, preventing, identifying and solving problems as necessary.

• Must work well in stressful, high pressure situations.

• Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by clients, guests and co-workers.

• Must be effective in handling problems in the workplace, including anticipation, preventing, identifying and solving problems as necessary.

• Must maintain composure and objectivity under pressure.

• Effective oral and written communication skills.

• Weekends and Holidays are required.

• Must have a valid driver’s license.

• Must be fluent in English.

Physical Requirements

• Frequently required to stand, walk, sit, use hands to handle or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch, crawl, talk, or hear.

• Occasionally lift and/or move up to 25 pounds.

• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

• Ability to stand during the entire shift.

Reasonable accommodations may be made to enable individuals with disabilities to perform the requirements of this position if such accommodations do not create an undue hardship for the company.