Front Desk Agent

Crestline Hotels & Resorts; Baton Rouge (LA); Sur place; USD 26 000 - 36 000; Plein temps

Résumé du poste

Crestline Hotels & Resorts is seeking a Front Desk Agent to assist guests with check-in and check-out, handle phone calls, and manage special requests according to hotel policies. The role requires a high level of guest service, professionalism, and teamwork in a fast-paced front office environment.

Responsibilities include resolving guest inquiries, maintaining knowledge of hotel offerings, and ensuring accurate guest records and payments.

Qualifications

• High school diploma or GED required.
• Minimum 1 year experience in a similar hotel front desk role.
• Basic computer skills and familiarity with hotel systems.

Responsabilités

• Resolve guest requests and complaints to ensure satisfaction.
• Answer and process phone calls promptly and courteously.
• Greet guests and assist with check-in/check-out procedures.
• Maintain knowledge of hotel features, rates, promotions, and daily occupancy.
• Input guest information accurately and handle payment methods as required.
• Coordinate with bell staff for guest escorts and luggage handling.
• Process wake-up calls and manage guest communications and faxes.

Connaissances

Guest service mindset

Communication skills

Team player

Formation

High School Diploma or GED

Outils

Basic computer skills

Description du poste

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

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).
• One year 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.