Front Desk Agent

Crestline Hotels & Resorts; Akron (AL); On-site; USD 17,000 - 25,000; Full time

Job summary

Crestline Hotels & Resorts seeks a Front Desk Agent to assist guests with check-in and check-out, handle all phone calls, and fulfill guest requests in a fast-paced hotel environment.

You will maintain knowledge of hotel features, rates, and hours, process registrations, manage wake-up calls and guest communications, and work with housekeeping and other departments to ensure a smooth stay for every guest. Morning/weekend availability is required.

Qualifications

• High School Graduate or General Education Degree (GED).
• One year previous experience in a similar position in a hotel.
• Basic computer skills required.

Responsibilities

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Maintain knowledge of hotel features/services, hours of operation, rates, packages and promotions, and daily occupancy.
• Obtain assigned bank and ensure accuracy of contracted monies; keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting.
• Process all guest check-ins and verify registration information.
• Input guest payment methods and collect cash when designated.
• Direct Bell Person to escort guest and transport luggage to the room.
• Handle overbooked or walked-in guests.
• Accept and record wake-up call requests.
• Monitor, send and distribute guest faxes and communications.
• Communicate pertinent guest information to designated departments.
• Resolve discrepancies on the room status report with Housekeeping.
• Process all check-outs and related vouchers.

Skills

Customer service

Basic computer skills

Education

High School Diploma/GED

Job description

Overview:

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

Potential Career Paths:

Front Desk Supervisor – Front Desk Manager – Front Office Manager - Operations Manager-Assistant General Manager – General Manager –Area Vice President of Operations

Key Duties & Responsibilities:

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check-ins.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Handle overbooked or walked in guests.
• Accept and record wake-up call requests.
• Monitor, send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
• Process all check-outs.
• Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

Education and Experience:

• High School Graduate or General Education Degree (GED).
• One year previous experience in a similar position in a hotel.
• Basic computer skills required.

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender, identity, or disability status.

*Must have morning/weekend availability*