Front Desk Agent

crestline-external; Newport News (VA); On-site; USD 17,000 - 22,000; Full time

Job summary

Crestline Hotels & Resorts is seeking a Front Desk Agent to assist guests with check-in/check-out, answer calls, and handle special requests per hotel policy. You will be the first point of contact for guests, ensuring a welcoming experience and accurate information throughout their stay.

Responsibilities include processing registrations, payments, and coordinating with other departments to fulfill guest needs.

Qualifications

• High School Graduate or GED required.
• Minimum of 1 year experience in a similar hotel position.
• Basic computer skills required.

Responsibilities

• Resolve guest complaints and ensure guest satisfaction.
• Anticipate guest needs, respond promptly and acknowledge all guests at all times.
• Maintain positive guest relations and professional demeanor at all times.
• Know hotel features/services, hours, rates, promotions, and daily group activities.
• Process guest check-ins and verify registration information.
• Handle check-outs, adjust vouchers and charges, and manage payments.
• Coordinate with Bell staff for escort and luggage transport.
• Manage wake-up calls and distribute faxes to appropriate departments.
• Communicate guest information to other departments for service delivery.

Education

High School Graduate or GED

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.