Front Desk Agent

crestline-external; San Francisco (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

Crestline Hotels & Resorts is seeking a Front Desk Agent in San Francisco to greet guests, assist with check-in/check-out, answer calls, and handle special requests according to standard policies.

The position requires strong guest service, basic computer skills, and at least 1 year of hotel experience. You will coordinate with departments to ensure guest satisfaction and maintain accurate registration and payment processing.

Qualifications

• High School Diploma or GED is required.
• One year of prior front desk or hotel experience is preferred.
• Basic computer skills are required.

Responsibilities

• Resolve guest complaints, ensuring guest satisfaction.
• Answer department telephone within a prompt and professional manner; process check-ins/outs.
• Maintain knowledge of hotel features, hours of operation, rates, packages, and group activities.
• Coordinate with housekeeping and other departments to ensure guest needs are met.

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

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.