Front Desk Agent

crestline-external; Indianapolis (IN); On-site; USD 28,000 - 36,000; Full time

Job summary

Crestline Hotels & Resorts is seeking a Front Desk Agent in Indianapolis to assist guests with check-in/check-out, answer calls, and handle special requests in line with hotel policies.

Responsibilities include resolving guest issues, maintaining knowledge of hotel services, and coordinating with bell staff to ensure a seamless guest experience.

Qualifications

• High school diploma or GED required.
• One year of experience in a similar hotel front desk position.
• Basic computer skills required.

Responsibilities

• Resolve guest complaints, ensuring guest satisfaction.
• Answer department telephone within 3 rings with proper greeting.
• Process all guest check-ins and check-outs accurately.
• Maintain knowledge of hotel features, hours, rates, packages, and events.
• Direct Bell Person to assist guests with luggage and escort to rooms.
• Handle overbooked or walked-in guests and manage arrivals/departures.

Skills

Guest service

Phone etiquette

Cash handling

Check-in/check-out

Coordination with departments

Education

High School Diploma or GED

1 year hotel 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.