Front Desk Agent

Spire Hospitality; Burbank (CA); On-site; USD 24,796 - 30,307; Full time

Job summary

Spire Hospitality is seeking a courteous Front Desk Associate in Burbank, CA to greet guests, register arrivals, and close out accounts with accuracy while maintaining high service standards.

The ideal candidate has hotel front desk experience and knowledge of POS systems and Marriott OS; duties include inputting guest data, processing payments, answering calls, resolving issues, and coordinating with other hotel teams.

Qualifications

• Greet guests warmly and maintain a professional demeanor.
• Input and retrieve guest information accurately using a computer system.
• Handle payments, refunds and balance a house bank.
• Communicate clearly in English with guests and colleagues.

Responsibilities

• Greet customers with a friendly, sincere welcome and provide information on local attractions.
• Complete the registration process, verify guest details, and assign rooms.
• Process payments, imprint credit cards, and balance the cash drawer.
• Answer phone calls, relay messages, and assist guests with inquiries and requests.
• Close guest accounts at checkout and resolve issues per guidelines.
• Escalate problems to supervisors when needed and coordinate with hotel staff.

Skills

Guest service

English communication

Cash handling

POS systems

Teamwork

Job description

Job Overview

Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet high standards of quality.

The ideal candidate will have previous HOTEL front desk experience and FSPMS (Marriott OS).

Compensation: $20.00/hr.

Responsibilities and Duties

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non‑verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Requires continual standing and movement throughout front office.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash make change and balance an assigned house bank. Accept and record vouchers, travelers' checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest room and House accounts using the computer.
• Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines; may include turning problem over to a supervisor.
• Field guest complaints, conduct research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating, or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
• Summon guest service personnel for assistance to escort guests to their rooms as appropriate.
• Provide safety deposit boxes for guest by escorting them to the vault room, assisting the customer in opening the deposit box lock.
• Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.
• Use the photocopier to make copies of items as required.
• File registration cards in room number order.
• Retrieve registration cards from the files for each check out.
• Other duties as assigned by the supervisor such as assisting PBX operators or reservations agents.

Specific Job Knowledge and Skills

• Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
• Ability to stand and move throughout the front office and continuously perform essential job functions.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

Behaviors

• Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well.
• Team Player - Works well as a member of a group.
• Dedicated - Devoted to a task or purpose with loyalty or integrity.

Motivations

• Self‑Starter - Inspired to perform without outside help.
• Flexibility - Inspired to perform well when granted the ability to set your own schedule and goals.
• Growth Opportunities - Inspired to perform well by the chance to take on more responsibility.

Equal Opportunity Employer

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.