Front Desk Agent

The Anaheim Hotel; Anaheim (CA); On-site; USD 22,000 - 30,000; Full time

Job summary

The Anaheim Hotel is seeking a Front Desk Agent to manage guest check-in/check-out and provide exceptional service from arrival to departure. You will communicate with housekeeping, reservations, and the sales team to fulfill guest requests and optimize the guest experience.

Candidates should have strong communication skills, a professional demeanor, and the ability to multitask in a fast-paced environment. Weekend availability and seasonal hours may be required to meet guest demand.

Qualifications

• High School Diploma or equivalent required or preferred.
• 2+ years in customer service preferred.
• Front Desk experience (1 year) preferred.
• Experience with Opera/Visual Matrix is a plus.

Responsibilities

• Check guests in and out and ensure guest satisfaction from start to finish.
• Coordinate with all departments via phone or radio to address guest needs.
• Oversee front desk operations and assist with back-office tasks as needed.
• Maintain lobby and front desk organization, assist with scheduling and shift handoffs.
• Handle cash drawer, post charges, and ensure accurate end-of-shift reporting.
• Block rooms for special requests and VIP guests and monitor queue for room availability.

Skills

Customer service

Communication

Teamwork

Multitasking

Professional demeanor

Education

High School Diploma or equivalent

Tools

Opera PMS

Visual Matrix

Job description

General Description

• Front Desk Agent is responsible for checking guest in and out, and for properly accommodating guest from start to finish.
• To have adequate communication with all departments via phone and or radio, to ensure guests are assisted and satisfied with all their needs.
• Assist the staff with back office administrations, this includes: sales, marketing, reservations, & revenue with tasks.
• To oversee the day to Day operations of the Hotel Front Desk & Office, and when the Manager is vacated the premises to manage the entire property Bell Department, Concierge and Reservation.

Work Requirements

• Responsible for training Front Desk Agents in all aspects of the Front Desk responsibilities, Opera/Visual Matrix, and company standard operating procedures.
• Maintain a great attitude at all times
• Actively practice’s and utilizes H.E.A.R.T steps during guest interactions.
• Willing to work on weekends and possibly increase the hours during summer season.
• Great communication skills, is a team player and have the ability to multitask.
• Must have professional demeanor and appearance.
• Help to generate ancillary revenues though posting of parking, cribs, roll away beds, & upgrades
• Maintains hotels policy’s in a friendly and efficient manner.
• Ensure the smooth and efficient operation of the hotel during the shift
• Sign Keys Out and manage a Cash Drawer
• Check personal inbox and or emails
• Ensure lobby music is set to appropriate level
• Stock the Front Desk with necessary supplies
• Audit Disneyland tickets and City Passes daily
• Audit guest mail boxes and contact guests who did not receive breakfast coupons from the day prior
• Block rooms for special requests and VIP guests
• Audit Disney packets and investigate packets with prior arrival dates
• Completion of the high balance report
• Bucket Check (Rate, Departure Date, Initials, Signatures, Vouchers, Parking, Credit Card Authorizations)
• Update the queue and search for available rooms
• Pass on information between shifts
• Communicate with on-coming shifts
• Read through Group Reservations and prepare all arrivals according to group contract
• Ensure all departures have been taken care of and cleared out of the system by 1pm
• Ensure all queued reservation have key packets and registration cards.
• Ensure the queue is being updated as rooms become available
• Thoroughly read the memo binder and the group reservations binder.
• Reconfirm pre-blocked rooms are in accordance to the special request report. Sign the report and place it in the night audit drawer.
• Post all Disney tickets, waters, damage to the rooms, and any other amenities.
• Ensure that breakfast coupons are delivered to guests.
• Count drawer, close out drawer, print end of shift report, verify amounts, and drop cash.
• Respond to and resolve any guest issues or emergency situations.
• Projects need to be handled in a professional, friendly, and courteous manner to guests at all times.
• Report to work on time and in uniform as designated by the company.
• Assure training practices are done correctly and are followed per hotel policies.
• Enforce hotel policies and regulations
• Maintain an organized and neat lobby

Physical Requirements

• Must be able to lift up to 10 pounds occasionally and/or negligible amounts weight frequently or constantly: to lift, carry, push, pull or otherwise move objects.
• Flexible and long hours sometimes required.
• The job description is not an exclusive or exhaustive list of all job functions that employees in this position may be asked to perform from time to time

Experience Desired But Not Required

• High School Diploma or equivalent
• Customer Service 2+ years preferred
• Front Desk: 1 year (Preferred)

EOE/M/F/D/V/SO

We participate in E-Verify

Source: Hospitality Online