Front Desk Agent

Commonwealth-Lodging-Management-LL; Norfolk (VA); On-site; USD 17,000 - 22,000; Full time

Job summary

Commonwealth Lodging Management LLC in Norfolk, VA is seeking a Guest Service Agent to provide excellent front desk service. Responsibilities include check-in/check-out, answering inquiries, and maintaining guest confidentiality.

You will handle payments, coordinate with departments for guest requests, and assist in emergencies to protect guests and property. Requirements include a High School Diploma or GED, strong English communication, and experience in customer service.

Qualifications

• High school diploma or GED required or equivalent experience.
• Strong English communication skills, both written and spoken.
• Experience in hotel/customer service preferred. Familiarity with Microsoft Office and PMS is a plus.

Responsibilities

• Greet guests in a professional manner and answer phone within 3 rings.
• Assist with check-in/check-out, verify guest information and protect confidentiality.
• Communicate guest requests to the appropriate departments and follow up as needed.
• Maintain accuracy of payments and handle cash per hotel procedures.
• Assist in emergencies to protect guests and property. Follow safety protocols.
• Adhere to all hotel policies, brand standards and department procedures.

Skills

Customer service

Communication

Computer skills

Cash handling

Education

High School Diploma or GED

Tools

Microsoft Office

Hotel PMS

Job description

JOB RESPONSIBILITIES:Be in proper uniform, with a nametag.Maintain knowledge of all hotel features/services, hours of operation, room rates, special packages and promotions, daily house count and expected arrivals/departures and scheduled daily group activities.Be familiar with all local attractions/activities to respond to guest inquiries accurately.Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.Answer telephone within 3 rings, using correct greeting and telephone etiquette.Monitor and maintain cleanliness, sanitation and organization of assigned work areas.Verify guest information upon arrival and departure and always maintain guest confidentiality.Communicate pertinent guest information to designated departments (i.e., special requests, amenity delivery).Maintain and secure a cash bank to perform job functions and obtain method of payment from guests (credit or cash). Process all payments according to established hotel requirements, and Commonwealth Lodging cash handling procedures.Resolve discrepancies on the room status report with Housekeeping.Maintain all guest information and hotel occupancy status using hotel operating systemsAccept and record wake up calls, delivering to the right department.Assists in handling emergencies to protect our guests and associates and preserve the building and its systems during the emergency. Must act as quickly and responsibly as possible to return the building to its normal operating status.Responsible for knowing and abiding by all department, Commonwealth Lodging Management and hotel policies and procedures. As well as the brand standards, policies and procedures.This job description is not intended to provide a complete and comprehensive list of all job duties, requirements and responsibilities. Instead, it is provided as a general overview of the expectations for the position.PHYSICAL RESPONSIBILITIES:Exert physical effort in lifting/transporting at least 25 pounds.Push/pull carts and other equipment up to 100 pounds.Endure various physical movements throughout the work areas.Work environment includes the front office, and all areas of the hotel. Job involves working under variable temperature conditions and noise levels, in indoor and outdoor settingsMust be able to stand and exert well-paced mobility for up to 8 hours in length. Must be willing and can work a varied schedule that includes nights, weekends and holidays.EDUCATION & EXPERIENCE:High School Graduate or General Education Degree (GED): or Work EquivalentComputer skills required. Familiarity with Microsoft Office preferred.Minimum of 1 to 2 years of experience as a Guest Service Agent is preferred.Good understanding of the English language, good communication skills both written and verbal.Experience with hotel property management systems is preferredPrevious cash handling experience is preferred.