Front Desk Agent & Guest Experience Specialist

Excel Hotel Group; Norco (CA); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Travel discount program

Promotion from within

Job summary

Excel Hotel Group is seeking a Front Desk Agent to check guests in and out quickly and courteously using the property management system. You will handle all payments per hotel policy and provide information and service to guests and visitors.

Responsibilities include greeting guests, registering and issuing keys, providing hotel service information, answering calls, and upselling rooms to maximize revenue. Strong cash handling and basic computer skills are required.

Qualifications

• 1-2 years customer service experience.
• Ability to stand for 8 hours
• Basic knowledge of computers and software including ability to use e-mail, word processing, spreadsheet software and hotel management system.

Responsibilities

• Welcomes guests in a friendly, prompt and professional manner.
• Registers guests, issues room keys, provides information on hotel services and room location, and answers phones in prompt and courteous manner.
• Up-sells rooms whenever possible to maximize hotel revenue.
• Accurately processes all cash and credit card transactions in accordance with established procedures, including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assign bank.
• Issues, controls and releases guest safe-deposit boxes.
• Communicates any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Responds appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.

Skills

Customer service

Cash handling

Hotel software

Communication

Tools

Hotel management system

Email software

Word processing

Job description

Excel Hotel Group is seeking a Front Desk Agent to check guests in and out quickly and courteously using the property management system. You will handle all payments per hotel policy and provide information and service to guests and visitors.

Responsibilities include greeting guests, registering and issuing keys, providing hotel service information, answering calls, and upselling rooms to maximize revenue. Strong cash handling and basic computer skills are required.