Front Desk Agent

crestline-external; Memphis (TN); On-site; USD 28,000 - 35,000; Full time

Job summary

Crestline-external in Memphis, Tennessee is seeking a Front Desk Agent responsible for assisting guests with check-in and check-out, processing phone calls, and handling special requests. The role requires excellent customer service skills and the ability to resolve guest complaints effectively.

The ideal candidate should have at least one year of hotel experience and a high school diploma or GED. Basic computer skills are also necessary for this position. Join our team to enhance guest satisfaction and experience.

Qualifications

• 1 year of previous experience in a similar hotel position.
• Ability to handle guest complaints effectively.
• Strong knowledge of hotel features and services.

Responsibilities

• Assist guests with check-in and check-out procedures.
• Handle guest complaints and ensure satisfaction.
• Maintain up-to-date knowledge of hotel services and rates.

Skills

Customer service skills

Problem-solving

Communication

Education

High School Graduate or GED

Tools

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.