Front Desk Agent

PCH Hotels And Resorts, Inc.; Montgomery (AL); On-site; USD 25,000 - 40,000; Full time

Job summary

Join a dynamic hospitality team as a Front Desk Agent, where your primary role is to ensure a seamless and welcoming experience for guests. In this position, you will manage check-ins and check-outs, assign rooms based on various criteria, and respond to guest inquiries with professionalism and warmth. Your attention to detail and commitment to guest satisfaction will be key in creating memorable stays. This role offers the opportunity to thrive in a fast-paced environment while making a significant impact on guest experiences at an established hotel brand.

Qualifications

• Strong customer service skills with the ability to empathize with guests.
• Proficient in handling cash transactions and maintaining accurate records.

Responsibilities

• Provide smooth guest arrival and departure procedures while maintaining hospitality standards.
• Handle guest concerns professionally and ensure satisfaction.

Skills

Customer Service

Communication Skills

Problem Solving

Attention to Detail

Cash Handling

Education

High School Diploma

Job description

As a member of our hospitality team, the primary responsibility of a Front Desk Agent is to provide smooth guest arrival and departure procedures while maintaining high hospitality standards. This role is responsible for verifying the accuracy of room blocks, pre-registration, and pre-assignment of rooms, and properly assigning rooms based on room location, rate, guaranteed room types, IHG Reward Members, or group status. This role also plays a vital role in handling guest concerns in a professional and timely manner, to find appropriate solutions and ensure guest satisfaction. The ability to empathize with guests and take swift action will contribute to creating a positive and memorable experience.

• Warmly greets guests in a professional and hospitable manner, creating a welcoming atmosphere upon arrival.
• Skillfully assign rooms based on room location, rate, room selling strategies, guaranteed room types, IHG Reward Members, or group status, ensuring optimal guest experience.
• Issue room keys and provide instructions to their room for smooth guest arrivals.
• Knowledgeably respond to guest inquiries about hotel services, registration, local amenities, entertainment options, and travel directions, providing helpful recommendations.
• Maintain up-to-date knowledge of groups or events in-house and current local events, ensuring guests are well-informed about relevant activities.
• Understand qualified discounts, their availability, and the proper application of vouchers for eligible guests.
• Handle future and same-day reservations efficiently, accommodating walk-in guests with professionalism and attention to detail.
• Conduct guest check-ins and check-outs in a knowledgeable, efficient, friendly, and professional manner, ensuring a smooth process for guests.
• Accurately post, correct, or adjust charges to guest accounts as necessary, maintaining precise records.
• Be well-versed in hotel credit, cash-in-advance, and check-cashing procedures, adhering to established policies.
• Maintain and complete Front Desk reports thoroughly, ensuring accurate and timely documentation.
• Handle cash transactions with accuracy and integrity, following cash handling procedures meticulously.