Front Desk Agent ($16.13/hr)

Friendwell Group; United States; Sur place; USD 17 000 - 25 000; Plein temps

Résumé du poste

Friendwell Group seeks a Front Desk Agent to welcome guests and manage daily front desk operations at our United States location. You will handle check-ins/outs, process payments, and coordinate with housekeeping and maintenance to ensure smooth guest experiences.

The ideal candidate has at least 1 year of front desk or customer service experience, excellent communication, and strong customer-service mindset. Availability for varied shifts, including holidays and weekends, is expected.

Qualifications

• Requires at least 1 year of experience as Front Desk Agent or other customer-service role.
• Strong written and spoken communication and interpersonal skills.
• Knowledge of OPERA software preferred.

Responsabilités

• Represent the hotel to guests throughout all stages of the guest's stay.
• Determine reservation status, assign rooms, and accommodate special requests when possible.
• Verify payment methods, perform credit checks, and enter guest and room details in the PMS.
• Coordinate with housekeeping and maintenance for status, repairs, and requests.
• Register guests, manage check-in/out, and handle upgrades and promotions.
• Respond to guest concerns promptly and professionally; escalate as needed.
• Maintain logs/reports as required by management.
• Communicate with other departments to provide seamless service.
• Handle front desk cash and payments according to hotel policies.
• Relay information to front desk management and supervisors.
• Seek guest feedback and develop solutions to improve service.
• Answer guest inquiries via telephone with clarity and courtesy.

Connaissances

Customer service

Verbal & written communication

Interpersonal skills

Team collaboration

Formation

High School diploma or equivalent

Outils

OPERA software

Description du poste

Seeking a responsible dependable person, looking to be a part of a team that is striving tocreate memorable guest experiences that generate positive guest satisfaction and intent toreturn.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following:

• The Front Desk Agent responsibilities include but are not limited to representing thehotel to the guests throughout all stages of the guest's stay.
• To determine a guest's reservation status, identifies how long the guest will stay,assign rooms, and accommodates special requests whenever possible.
• Responsible for verifying the guest's method of payment, following establishedcredit-checking procedures, entering the guest and room information in the propertymanagement system, and communicating this information to the appropriate hotelpersonnel.
• Work closely with the housekeeping department in keeping room status reports up todate and coordinates with the maintenance department requests for maintenance andrepair work.
• Through completion of guest transactions: registers guests, registration process, checkguests out, deals with upgrades, promotions, and special requests.
• Respond to customer concerns, issues, inquiries, and input in a timely, professional,and courteous manner; resolve customer complaints, elevate issues as necessary orreport to other departments for resolution; accommodate guest requests, whenpossible, within policies/procedures.
• Accurately complete any logs/reports as specified by management.
• Maintain close contact with other hotel departments and staff in order to assist andreceive necessary information.
• Handle front desk cashier and be able to manage checks and cash according to hotelpolicies and procedures.
• Relay all applicable information to the front desk manager and supervisors.
• Seek feedback and comment cards from guests and develop and negotiate effectivesolutions to better customer service.
• Respond to guests via the telephone in professional conduct, aiding guests with theirquestions or directions and various concerns.
• Listen and assist to resolve problems.
• Log any phone complaints or requests.

Requirements:

Due to the cyclical nature of the hospitality industry,employees may berequired to work varying schedules (including Holidays and weekends) to reflect the businessneeds of the hotel. In addition, attendance at all scheduled training sessions and meetingsisrequired.

• Availability to work all shifts, also must be able to work holidays andweekends.
• Prior customer service experience required.
• Excellent communication and interpersonal skills.
• Requires strong ability to effectively and clearly communicate in all aspects - written,oral, & electronically.
• Knowledge of OPERA software preferred.
• Ability to always maintain professional, especially in highly stressful situations.

QUALIFICATION STANDARDS:

Education:

High School education or equivalent experience.

Experience:

Must have (1) year of experience as Front Desk Agent or othercustomer servicerelated position.

Licenses or Certifications:

none required.

NOTICE:

Friendwell Managed Hotels function twenty-four hours a day, seven days a week, 365days ayear. As a part of the hospitality industry, a hospitable service atmosphere must bemaintainedat all times. All employees are required to project a friendly, welcoming, and positiveattitude.