Front Desk Agent

Crestline Hotels & Resorts; Tempe (AZ); On-site; USD 28,000 - 36,000; Full time

Job summary

The Crestline Hotels & Resorts front desk team is seeking a courteous Front Desk Agent to assist guests with check-in and check-out, answer calls, and handle special requests in line with hotel policies.

Key duties include resolving guest concerns, maintaining positive guest relations, and ensuring accurate registration and billing processes, while coordinating with housekeeping and other departments to ensure a seamless guest experience.

Qualifications

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

Responsibilities

• Resolve guest complaints, ensuring guest satisfaction.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check-ins and check-outs.
• Verify registration card information with the guest.
• Communicate pertinent guest information to designated departments.

Skills

Basic computer skills

Education

High School Graduate or GED

One year hotel experience

Job description

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: all hotel features/services, hours of operation; all room rates, special packages and promotions; daily house count and expected arrivals/departures; 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 backup 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 over‑booked 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.