Front Desk Agent

The Crescent Hotels Group; Newark (NJ); On-site; USD 36,000 - 48,000; Full time

Job summary

A prominent hotel group in Newark is seeking a Guest Services Agent responsible for greeting and registering guests, and assisting with check-out. The ideal candidate will provide outstanding guest service, assist with inquiries, and resolve issues to ensure guest satisfaction. Candidates should possess strong customer service skills and experience working in fast-paced environments. Knowledge of hotel operations will enhance performance in this role.

Qualifications

• Experience in customer service roles is preferred.
• Comfortable using point-of-sale systems and handling cash.
• Ability to respond to guest inquiries and resolve issues.
• Willingness to upsell hotel services.

Responsibilities

• Greet and register guests upon arrival.
• Assist guests with check-out processes efficiently.
• Provide information about the hotel and local area.
• Use up-selling techniques to promote hotel services.
• Handle guest complaints and resolve issues promptly.

Skills

Customer service

Attention to detail

Problem solving

Communication

Cash handling

Education

High school diploma or equivalent

Tools

POS system

Computer literacy

Job description

Description

A Guest Services Agent is responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

What will I be doing?

As a Guest Services Agent, you would be responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
• Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
• Receive, input, retrieve and relay messages to guests

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Source: Crescent Hotels & Resorts