Front Desk Agent

Homewood Suites Phoenix - Biltmore; San Antonio (TX); On-site; USD 28,000 - 35,000; Full time

Job summary

A prominent hotel is seeking a Front Desk Agent to ensure guests' satisfaction through efficient check-in/out processes and by resolving complaints. The ideal candidate will have prior hotel experience, basic computer skills, and a strong commitment to customer service in a fast-paced environment.

Qualifications

• One year of previous experience in a similar hotel position.
• Basic computer skills required.

Responsibilities

• Assist guests with check-in and check-out processes.
• Resolve guest complaints to ensure satisfaction.
• Maintain knowledge of hotel services and operations.

Skills

Guest Service

Complaint Resolution

Communication

Attention to Detail

Education

High School Graduate or General Education Degree (GED)

Job description

Overview :

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answering and processing all phone calls received, and handling all special requests for services or information, in accordance with standard policies and procedures.

Key Duties & Responsibilities :

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests' needs, respond promptly, and acknowledge all guests, regardless of busyness or time of day.
• Maintain positive guest relations at all times.
• Maintain complete knowledge of all hotel features/services, hours of operation, room rates, special packages, promotions, daily house count, expected arrivals/departures, and 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 and verify registration card information with the guest.
• Obtain backup information for guest credit/payment method, input into the system, and collect cash when designated.
• Direct Bell Person to escort guests and transport luggage to rooms.
• Handle overbooked or walk-in guests.
• Accept and record wake-up call requests.
• Monitor, send, and distribute guest faxes.
• Communicate pertinent guest information to relevant departments (e.g., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to the in-house guest ledger report and report discrepancies to the Manager.
• Process all check-outs and handle adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

Education and Experience :

• High School Graduate or General Education Degree (GED).
• One year of previous experience in a similar hotel position.
• 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.