Front Desk Agent

The Scottsdale Resort & Spa; Scottsdale (AZ); On-site; USD 30,000 - 40,000; Full time

Job summary

Un hôtel prestigieux à Scottsdale recherche un associé aux services aux invités pour assurer un service exceptionnel à ses clients. La personne choisie sera responsable de l'accueil, de l'enregistrement des invités, et de la gestion des comptes en s'assurant que chaque client ait une expérience positive. Des compétences en communication et une présentation professionnelle sont essentielles pour ce rôle.

Benefits

Assurance santé, dentaire et vision

Programmes d'assistance aux employés

Congés payés

Réductions sur l'hébergement et aliments & boissons

Qualifications

• Expérience en hospitalité préférée mais non requise.
• Capacité à utiliser un système informatique pour l'entrée et la récupération de données.
• Capacité à communiquer en anglais, à la fois verbalement et par écrit.

Responsibilities

• Accueillir et enregistrer les invités rapidement et avec courtoisie.
• Vérifier les cartes de crédit et gérer les paiements.
• Résoudre les plaintes des clients et assurer leur satisfaction.

Skills

Communication efficace

Compétences en mathématiques

Patience et diplomatie

Education

Diplôme de lycée

Job description

Job Summary

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, ensuring an exceptional guest experience that meets the hotel's high standards of quality.

Essential Job Functions

This summary outlines primary responsibilities and qualifications. The hotel operates 24/7, requiring flexibility in shifts, start times, and hours.

• Greet guests immediately with a friendly and sincere welcome, using a positive and clear voice. Listen to requests, respond appropriately, and provide accurate information about hotel services and local attractions.
• Complete registration by inputting and retrieving information from a computer system, confirming guest details, and assigning rooms based on needs. Code electronic keys, certificates, and coupons as needed. This role requires standing and moving throughout front office areas.
• Verify credit cards for authorization electronically, handle cash, make change, and balance the house bank. Accept and record various payment forms. Post charges to guest accounts using the computer system.
• Answer phones promptly with clear communication, input messages, and retrieve and relay messages to guests. Handle mail, packages, and facsimiles as requested.
• Close guest accounts at checkout, ensuring guest satisfaction. Address any dissatisfaction by researching and resolving issues within guidelines, escalating to supervisors if necessary.
• Handle guest complaints by conducting thorough research and developing effective solutions, such as addressing location changes or credit issues. Remain calm during emergencies and busy periods. Keep corridors and service areas tidy.
• Adhere to all company policies, safety, and security procedures, including fire prevention and emergency protocols. Use protective equipment and report unsafe conditions, accidents, injuries, or property damage to supervisors.
• Maintain a neat, clean, and professional appearance as per the team member handbook.
• Assist other front desk staff as needed and perform any additional duties assigned by supervisors or managers.

Knowledge, Skills & Abilities

The hotel may accept an equivalent combination of education and experience that provides the necessary skills and knowledge. A high school diploma is preferred.

• Experience in hospitality is preferred but not required.
• Proficient in calculator use and capable of performing moderately complex mathematical calculations accurately.
• Effective communication skills to interact with internal and external customers, demonstrating patience, tact, and diplomacy.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Competency in using a moderately complex computer system for data entry and retrieval.
• Hearing and visual acuity to observe and respond to emergency situations.

Physical Demands

• Ability to stand and move throughout the front office for extended periods.
• Stand approximately 95% of the shift.
• Lifting up to 25 pounds occasionally.
• Occasional twisting, bending, reaching, and walking.
• Frequent talking, hearing, seeing, and smiling.

Benefits

Benefits include dental, health, and vision insurance; disability and life insurance; employee assistance programs; flexible spending accounts; paid time off; room and food & beverage discounts.