Front Desk Agent

crestline-external; Annapolis (MD); On-site; USD 32,000 - 44,000; Full time

Job summary

Crestline Hotels & Resorts is seeking a Front Desk Agent in Annapolis, MD to assist guests with check-in/check-out, answer calls, and handle special requests in accordance with hotel policies. The role requires resolving guest complaints and maintaining excellent guest relations across shifts.

Requirements include a High School diploma, 1 year front desk experience in a hotel, and basic computer skills. Crestline is an Equal Opportunity Employer.

Qualifications

• High School Diploma or GED is required.
• At least 1 year experience in a hotel front desk.
• Basic computer skills are required.

Responsibilities

• Resolve guest complaints, ensuring guest satisfaction.
• Answer department telephone within 3 rings, using correct greeting and etiquette.
• Process all guest check-ins.
• Process all guest check-outs.

Education

High School Diploma

1 year front desk experience

Basic computer skills

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).


• Oneyear 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.