Front Desk Agent

Crestline Hotels & Resorts; Hyde Park Township (IL); On-site; USD 30,000 - 40,000; Full time

Job summary

A leading company in the hospitality sector is seeking a Front Desk Agent to assist guests with check-in/check-out and manage guest inquiries. The role requires excellent customer service skills and the ability to handle guest complaints effectively. Join a dynamic team and contribute to ensuring guest satisfaction in a fast-paced environment.

Qualifications

• At least one year of experience in a similar hotel position.
• Basic computer skills required.

Responsibilities

• Resolve guest complaints, ensuring guest satisfaction.
• Process all guest check-ins and check-outs.
• Maintain complete knowledge of hotel features and services.

Skills

Customer Service

Communication

Problem Solving

Education

High School Diploma

Job description

Overview

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answering and processing all phone calls received, and handling 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

1. Resolve guest complaints, ensuring guest satisfaction.
2. Anticipate guests' needs, respond promptly, and acknowledge all guests, regardless of how busy or what time of day.
3. Maintain positive guest relations at all times.
4. Maintain complete knowledge of hotel features/services, hours of operation, room rates, special packages, promotions, daily house count, expected arrivals/departures, and scheduled group activities.
5. Obtain assigned bank and ensure the accuracy of contracted monies.
6. Keep bank secure at all times.
7. Answer department telephone within 3 rings, using correct greeting and etiquette.
8. Process all guest check-ins, verify registration information, and obtain backup information for credit/payment methods, inputting into the system and collecting cash when required.
9. Direct Bell Person to escort guests and transport luggage.
10. Handle overbooked or walk-in guests.
11. Accept and record wake-up call requests.
12. Monitor, send, and distribute guest faxes.
13. Communicate guest information to relevant departments, such as special requests or amenities.
14. Resolve discrepancies on room status reports with Housekeeping.
15. Match the bucket check to the in-house guest ledger report and report discrepancies to the Manager.
16. Process all check-outs, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

Education and Experience

• High School Diploma or GED.
• At least one year of experience in a similar hotel position.
• Basic computer skills required.

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, or disability.