Front Desk Agent

crestline-external; Tempe (AZ); On-site; USD 28,000 - 36,000; Full time

Job summary

Crestline Hotels & Resorts seeks a Front Desk Agent to greet guests, check them in/out, and coordinate services that enhance guest satisfaction.

You will respond to inquiries, manage requests, and maintain knowledge of hotel amenities, rates, and daily activities to ensure smooth operations.

Qualifications

• High School Graduate or GED required.
• 1 year of front desk/guest service experience in a hotel preferred.
• Basic computer skills required for daily operations.

Responsibilities

• Assist guests with check-in and check-out in accordance with hotel policies.
• Answer all phone calls promptly and professionally.
• Handle guest requests and special services efficiently.
• Maintain knowledge of hotel features, rates, packages, and events.
• Process guest payments, deposits, and vouchers as required.
• Direct Bell Person for guest luggage and escort as needed.
• Address overbooking and walk-in situations per procedure.
• Communicate important guest information to relevant departments.

Skills

Basic computer skills

Education

High School Diploma / 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.