Front Desk Agent

Hotel Rumbao, A Tribute Portfolio Hotel; San Rafael (CA); On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player is seeking a friendly and dedicated Front Desk Associate to enhance guest experiences. In this role, you will greet and register guests, manage transactions, and ensure a smooth check-out process. Your effective communication and problem-solving skills will play a crucial role in maintaining the hotel’s high standards of service. Join a dynamic team where your contributions will directly impact guest satisfaction and help create memorable stays. This position offers room discounts and employee food and beverage perks, making it an attractive opportunity in the hospitality sector.

Benefits

Room Discounts

Employee Food and Beverage Discounts

Qualifications

• Prior hospitality experience preferred but not required.
• Ability to access and input information accurately using a computer system.

Responsibilities

• Greet and register guests, ensuring exceptional service throughout their stay.
• Handle cash and credit transactions, balancing accounts at the end of shifts.
• Field guest complaints and resolve issues to ensure satisfaction.

Skills

Effective communication skills

Customer service

Cash handling

Problem-solving

Education

High school diploma or equivalent

Higher education preferred

Job description

Job Summary

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay. Ensures guests have an exceptional stay to meet the hotel’s high standards of quality.

Essential Job Functions

This description summarizes primary responsibilities and qualifications. It is not exhaustive of all duties or qualifications that may be required now or in the future. The hotel operates 24/7, so shifts may vary in days, start times, and hours worked.

1. Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond appropriately, and provide accurate information such as outlet hours and local attractions.
2. Complete the registration process by inputting and retrieving information from a computer system, confirming details like number of guests and room rate. Make appropriate room selections based on guest needs. Code electronic keys, certificates, and coupons as needed. Requires standing and moving throughout front office areas.
3. Verify and imprint credit cards for authorization using electronic methods. Handle cash, make change, and balance the house bank as assigned. Accept and record vouchers, travelers checks, and other payments. Perform accurate arithmetic functions using a calculator. Post charges to guest rooms and accounts using the computer.
4. Answer the telephone promptly with clear English communication. Input messages into the computer, retrieve messages, and communicate content to guests. Retrieve mail, packages, and facsimiles for guests as requested.
5. Close guest accounts at check-out and ensure guest satisfaction. In case of dissatisfaction, research and attempt to resolve issues within guidelines, or escalate to a supervisor.
6. Field guest complaints, conduct thorough research, and develop effective solutions for issues such as location changes or credit problems. Remain calm during emergencies and busy periods. Keep corridors and service areas tidy at all times.
7. Adhere to all company policies and procedures, including safety and security protocols. Know fire prevention and emergency procedures. Use protective equipment and report unsafe conditions, accidents, injuries, property damage, or loss to a supervisor.
8. Maintain a neat, clean, and well-groomed appearance as per the team member handbook standards.
9. Assist other Front Desk staff when needed and perform any related duties as requested by supervisors or managers.

Knowledge, Skills & Abilities

The hotel may consider an acceptable combination of education and experience that provides the following:

• High school diploma or equivalent; higher education preferred.
• Prior hospitality experience is preferred but not required.
• Proficiency in calculator use and performing moderately complex calculations accurately.
• Effective communication skills in English, both verbal and written, with patience, tact, and diplomacy for dealing with internal and external customers.
• Ability to access and input information accurately using a computer system.
• Hearing and visual acuity to observe and detect emergency signs.

Physical Demands

• Stand and move throughout the front office area continuously.
• Stand approximately 95% of the shift.
• Lifting up to 25 pounds.
• Occasional twisting, bending, reaching, and walking.
• Frequent talking, hearing, seeing, and smiling.

Benefits

• Room Discounts
• Employee Food and Beverage Discounts

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, veteran status, or other protected statuses.

Source: Driftwood Hospitality