Front Desk Agent

crestline-external; Staunton (VA); On-site; USD 25,000 - 35,000; Full time

Job summary

Crestline Hotels & Resorts is seeking a friendly and professional Front Desk Clerk at Hotel 24 South in Staunton, Virginia. This role is integral in assisting guests with check-in/check-out, handling phone calls, and fulfilling service requests.

The ideal candidate must be a High School Graduate or have a GED, possess good guest service skills, and have previous hotel experience. Responsibilities include managing guest relations and ensuring a memorable stay for all visitors.

Qualifications

• High School Graduate or General Education Degree (GED).
• One-year previous experience in a similar position in a hotel.
• Basic computer skills required.

Responsibilities

• Assist guests with check-in and check-out processes.
• Answer and process all phone calls received.
• Resolve guest complaints and ensure satisfaction.
• Maintain complete knowledge of hotel features and services.

Skills

Guest service skills

Problem-solving

Communication skills

Basic computer skills

Education

High School Graduate or GED

Job description

Hotel 24 South is a historic property known for its charm and outstanding guest service. We’re seeking a Front Desk Clerk who is friendly, professional, and passionate about creating memorable experiences for our guests.

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.

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.
• 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.