Front Desk Agent

SERVPRO of Saginaw / Bay City; Kissimmee (FL); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Health insurance

Paid time off

401(k) matching

Job summary

We are seeking a front desk/guest services associate to warmly welcome guests, handle check-in/check-out, and manage PBX tasks for a hotel in Kissimmee. You will assist with reservations, communicate hotel amenities, and ensure accurate daily accounting and messaging.

The role requires reliable transportation and the ability to work a flexible schedule including nights, weekends, and holidays, with strong English communication and professional customer service skills.

Qualifications

• Experience in guest service or hospitality preferred.
• Reliable transportation required.
• Must be available days, evenings, nights, weekends and holidays.
• Must pass pre-employment testing (drug test, background check).

Responsibilities

• Check-in and check-out guests in a confident, professional manner.
• Provide courteous PBX and concierge services.
• Inform guests of hotel amenities and services.
• Take and relay messages accurately and timely.
• Handle cash, credit card, and check transactions per procedures.

Skills

Guest services

Communication

English

PBX operations

Cash handling

Teamwork

Job description

Job Description

Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; PBX operations to include mail/message service; taking hotel reservations; and concierge services in a

Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; PBX operations to include mail/message service; taking hotel reservations; and concierge services in a gracious and professional manner. Position demands accuracy with daily accounting procedures.

Benefits

• Health insurance
• Paid time off
• 401(k) matching

Essential Duties

• Check-in and check-out hotel guests in a confident, professional, and friendly manner.
• Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information
• Review arrivals report noting special requests and blocking rooms as necessary for VIP and group arrivals
• Complete all items as listed on shift checklists
• Bucket checks to be performed by each shift to verify data as it pertains to:
  • 1. Guest name
  • 2. Guest address
  • 3. Room rate
  • 4. Date of departure
  • 5. Number of guests in room
• Ensure proper credit card procedures are followed at all times to include checking ID matches credit card information, credit card is swiped, and guest signature on registration slip
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift
• Issue guest safety deposit boxes as requested
• Advise guests of any messages, mail, faxes, etc. received for them
• Communicate services and amenities of the hotel to guests
• Communicate VIP arrivals to designated personnel for escort and delivery of amenities
• Take, record and relay messages accurately, completely and legibly
• Offer detailed information on the voice mail system to callers and guests wishing to leave messages
• Accept and record wake-up call requests
• Any and all duties assigned by management

Minimum Requirements

• Previous experience working in guest service or related field (hospitality preferred)
• Must have reliable transportation
• Must have full availability and be able to work days, evenings, nights, weekends, and holidays
• Must be able to pass pre-employment testing (i.e. drug test, background check, etc)

Knowledge/Skills/Abilities

• Ability to read, write and speak English (multi-lingual a plus)
• Ability to hear, understand, follow and give written and oral instructions
• Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers
• Ability to work with large groups of people, and age groups
• Ability to plan, organize and conduct a wide variety of activities
• Ability to work harmoniously with fellow employees and guests
• Follow all company policies and procedures
• Ensure uniform and personal appearance are clean and professional
• Thank guests with genuine appreciation
• Speak with others using clear and professional language
• Develop and maintain positive working relationships with others
• Abilities (>8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending
• Ability to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height