Front Desk Agent

Crestline Hotels & Resorts; Alabama; On-site; USD 25,000 - 35,000; Full time

Job summary

A leading hotel is seeking a Front Desk Agent responsible for assisting guests with check-in and check-out, managing phone calls, and ensuring guest satisfaction. The role requires effective communication and problem-solving skills, along with a comprehensive understanding of hotel services. Join a dynamic team and grow your career in hospitality.

Qualifications

• At least one year of experience in a similar hotel position.

Responsibilities

• Assist guests with check-in and check-out.
• Resolve guest complaints and ensure satisfaction.
• Maintain knowledge of hotel features and services.

Skills

Guest Relations

Problem Solving

Communication

Education

High School Diploma or GED

Tools

Basic Computer Skills

Job description

Overview

The Front Desk Agent is responsible for assisting guests with check-in and check-out, handling all phone calls received, and managing 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

1. Resolve guest complaints, ensuring guest satisfaction.
2. Anticipate guests' needs, respond promptly, and acknowledge all guests regardless of how busy or what time of day.
3. Maintain positive guest relations at all times.
4. Maintain comprehensive knowledge of hotel features/services, hours of operation, room rates, special packages, promotions, daily house count, expected arrivals/departures, and scheduled daily group activities.
5. Manage assigned bank and ensure accuracy of contracted monies; keep the bank secure at all times.
6. Answer department telephone within 3 rings, using correct greeting and etiquette.
7. Process all guest check-ins, verify registration information, obtain backup credit/payment information, and input into the system; collect cash when applicable.
8. Assist guests by directing Bell Persons to escort them and transport luggage to rooms.
9. Handle overbooked or walked-in guests appropriately.
10. Record wake-up call requests, monitor, send, and distribute guest faxes.
11. Communicate pertinent guest information to relevant departments, including special requests and amenity deliveries.
12. Resolve discrepancies on room status reports with Housekeeping.
13. Match bucket checks to in-house guest ledger reports and report discrepancies to the Manager.
14. Process all check-outs and handle adjustments, paid-outs, correction vouchers, and miscellaneous charges.

Education and Experience

• High School Diploma or GED.
• At least one year of experience in a similar hotel position.
• Basic computer skills required.

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration regardless of race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, or disability.