Front Desk Agent

Crestline Hotels & Resorts; Orlando (FL); On-site; USD 19,000 - 28,000; Full time

Job summary

Crestline Hotels & Resorts' Homewood Suites International Drive in Orlando seeks a Front Desk Agent to welcome guests, check them in and out, and handle all phone calls and guest requests. You will maintain knowledge of services, rates, promotions, and daily operations, delivering outstanding guest service and resolving issues promptly.

This role requires a high school diploma or GED, one year of front desk experience in a hotel, and basic computer skills, with a friendly, professional demeanor.

Qualifications

• High School Graduate or GED.
• One year previous experience in a similar position in a hotel.
• Basic computer skills required.

Responsibilities

• Assist guests with check-in and check-out.
• Answer phone calls and route requests using proper etiquette.
• Maintain knowledge of hotel features, services, hours, rates, promotions, and daily operations.
• Process payments, input data into the system, and handle cash when designated.
• Direct Bell Person for guest luggage and escort where needed.
• Handle overbooked or walked-in guests and manage wake-up calls.
• Coordinate with housekeeping to resolve room status discrepancies.

Education

High School Diploma or GED

Job description

Homewood Suites International Drive is seeking a Front Desk Agent to join the team. We offer great benefits and a great place to work.

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).
• One year 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.