Front Desk Agent

Express Employment Professionals - Cincinnati East; Lake Harmony (PA); On-site; USD 17,000 - 22,000; Full time

Job summary

Express Employment Professionals - Cincinnati East is seeking a Front Office Agent to deliver attentive service during check-in, stay, and checkout, while maximizing occupancy. Night auditing is included.

The role requires handling guest inquiries, processing reservations, and maintaining a friendly, efficient demeanor to ensure guest satisfaction throughout the stay.

Qualifications

• Guest service experience is preferred.
• Must communicate effectively with guests and staff.
• Ability to multitask and prioritize tasks during shifts.

Responsibilities

• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Be familiar with all in-house groups and promote hotel promotions and guest programs.
• Follow all cash handling and credit policies.
• Balance and prepare shift paperwork and close out documentation.

Skills

Customer service

Effective communication

Multitasking

Attentive courteous service

Team player

Education

High School diploma or equivalent

College coursework in related field helpful

Tools

Computer experience

Job description

Overview:

The Front Office Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. Night auditing.

Responsibilities:

• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.


• Follow all cash handling and credit policies.


• Be aware of all rates, packages and special promotions as listed in the Red Book.


• Be familiar with all in-house groups.


• Be aware of closed out and restricted dates.


• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.


• Be familiar with hospitality terminology.


• Have knowledge of emergency procedures and assist as needed.


• Handle check-ins and checkouts in a friendly, efficient and courteous manner.


• Use proper two-way radio etiquette at all times when communicating with other employees.


• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.


• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.


• Be able to complete a bucket check, room rate verification report, and housekeeping report.


• Balance and prepare individual paperwork for closing of shift according to hotel standards.


• Maintain and market promotions and guest programs.


• Maintain a clean work area.


• Assist guests with safe deposit boxes.


• Holidays and Weekends Required.

Qualifications:

• College course work in related field helpful.


• Experience in a hotel or a related field preferred.


• High School diploma or equivalent required.


• Computer experience required.


• Customer Services experience preferred.


• Maintain a warm and friendly demeanor at all times.


• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.


• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.


• Must be able to multitask and prioritize departmental functions to meet deadlines.


• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.


• Maintain regular attendance in compliance with Resort Standards, as required by scheduling, which will vary according to the needs of the hotel.


• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.


• Comply with Resort Standards and regulations to encourage safe and efficient hotel operations.


• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.


• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.


• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.


• Must be able to cross-train in other hotel related areas.


• Must be able to maintain confidentiality of information.


• Must be able to show initiative, including anticipating guest or operational needs.


• Perform other duties as requested by management.