Front Desk Agent

Crestline Hotels & Resorts; Palo Alto (CA); On-site; USD 30,000 - 34,000; Full time

Job summary

The Crestline Hotels & Resorts property El Prado Hotel in Downtown Palo Alto is seeking a Front Desk Agent to assist guests with check-in/check-out, answer calls, and handle special requests in line with policies. Responsibilities include resolving guest inquiries, maintaining knowledge of services, processing registrations and payments, and coordinating with departments to ensure guest satisfaction.

Prior experience and basic computer skills are required; the role is full-time hourly with a pay

Qualifications

• High School Diploma or GED required.
• At least 1 year of front desk/hotel experience preferred.
• Basic computer skills required.

Responsibilities

• Resolve guest complaints and maintain guest satisfaction.
• Answer department telephone within 3 rings with proper greeting.
• Process all guest check-ins and verify registration information.
• Maintain knowledge of hotel features, hours, rates, promotions and daily operations.

Skills

Customer service

Phone etiquette

Cash handling

Communication

Education

High School Diploma 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

el Prado Hotel, Downtown Palo Alto

520 Cowper St.

Job title: Front Desk Agent

Status: Full-Time/Hourly

Pay Range: $22.00-$25.00/hour

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.