Front Desk Agent

crestline-external; Baltimore (MD); On-site; USD 19,286,000 - 26,174,000; Full time

Benefits offered by this job

Health and Welfare plans (Medical/Dent

Vision options

401k with company match

Paid Time Off

Educational Assistance

Travel Discounts

Job summary

Crestline Hotels & Resorts is seeking a Front Desk Agent to welcome guests, check them in/out, and handle calls and service requests in line with hotel policies. The role emphasizes guest satisfaction and efficient service at the front desk.

Ideal candidates have a High School/GED and at least 1 year experience in hospitality, with basic computer skills to manage reservations and payments. We offer competitive benefits and a team-oriented environment.

Qualifications

• High school graduate or GED required.
• 1 year of prior front desk or similar hotel experience preferred.
• Basic computer skills required.

Responsibilities

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests' needs and respond promptly, regardless of time of day.
• Maintain positive guest relations at all times.
• Process check-ins/check-outs and verify guest information.
• Communicate guest needs to relevant departments to fulfill requests.

Education

High School Graduate or GED

1 year experience in a hotel or similar role

Basic computer skills

Job description

From basic benefits to added advantages, Crestline Hotels & Resorts does what it takes to take care of our Associates—both in and outside of work. Benefits include: Health and Welfare plans to include Medical/Dental/Vision options, Competitive Paid Time Off, 401k Savings Plan with Company Match, Volunteer Opportunities, Educational Assistance, Travel Discounts, and more! *Benefits may vary depending on location.

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.