Front Desk Agent

The Anaheim Hotel; Anaheim (CA); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Front Desk Agent to provide exceptional service to guests. In this dynamic role, you will be responsible for checking guests in and out, training new staff, and ensuring a smooth operation of the front desk. Your ability to communicate effectively and multitask will be essential in maintaining guest satisfaction. This position offers a chance to work in a vibrant hotel environment, where you will be part of a dedicated team committed to delivering memorable experiences. If you thrive in a fast-paced setting and enjoy interacting with people, this opportunity is perfect for you.

Qualifications

• 2+ years in customer service preferred, with 1 year at the front desk.
• Training in front desk responsibilities and hotel policies.

Responsibilities

• Check guests in and out, ensuring satisfaction and smooth operations.
• Train front desk agents and manage operations in the absence of the manager.

Skills

Customer Service

Communication Skills

Multitasking

Professional Demeanor

Education

High School Diploma or equivalent

Tools

Opera/Visual Matrix

Job description

General Description:

The Front Desk Agent is responsible for checking guests in and out and for properly accommodating guests 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, which includes sales, marketing, reservations, and revenue with tasks.

Oversee the day-to-day operations of the Hotel Front Desk and Office, and when the Manager is vacated from the premises, 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 and utilize H.E.A.R.T steps during guest interactions.
• Willing to work on weekends and possibly increase hours during the summer season.
• Great communication skills, is a team player, and has the ability to multitask.
• Must have a professional demeanor and appearance.
• Help to generate ancillary revenues through posting of parking, cribs, rollaway beds, and upgrades.
• Maintain hotel policies 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 an appropriate level.
• Stock the Front Desk with necessary supplies.
• Audit Disneyland tickets and City Passes daily.
• Audit guest mailboxes 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.
• Complete 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 oncoming shifts.
• Read through Group Reservations and prepare all arrivals according to the group contract.
• Ensure all departures have been taken care of and cleared out of the system by 1 PM.
• Ensure all queued reservations 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 with 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: Wincome Hospitality