Front Desk Agent

Crestline Hotels & Resorts; Suffolk (VA); On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player in hospitality is seeking a Front Desk Agent to enhance guest experiences at their Suffolk location. This role involves assisting guests with check-ins and check-outs, resolving complaints, and providing exceptional customer service. The ideal candidate will thrive in a fast-paced environment, ensuring every guest feels valued and acknowledged. With opportunities for career advancement, this position is perfect for those looking to grow within the hospitality sector. Join a team dedicated to making every stay memorable and enjoyable!

Qualifications

• Must have at least one year of previous experience in a similar hotel position.
• Basic computer skills required for processing check-ins and payments.

Responsibilities

• Assist guests with check-in and check-out, ensuring satisfaction.
• Resolve guest complaints and anticipate their needs promptly.
• Maintain knowledge of hotel features, services, and promotions.

Skills

Customer Service

Communication Skills

Problem Solving

Basic Computer Skills

Education

High School Graduate or GED

Job description

Are you an outgoing person? Do you wear a constant smile? If so, Courtyard/TownePlace Suites Suffolk Chesapeake has a position for you. We are looking for a Front Desk Agent to join our team and wow 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, regardless of how busy it is or the 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 the 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, and input payment details into the system; collect cash when required.
• 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, such as special requests or amenities.
• 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, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

Education And Experience

• High School Graduate or General Education Degree (GED).
• At least 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, or disability.