Front Desk Agent Substitute

mcrhotels.com; New York (NY); On-site; USD 35,000 - 55,000; Full time

Job summary

Join a vibrant team as a Front Desk Agent at a leading hotel in New York City! In this dynamic role, you will be the first point of contact for guests, ensuring a warm welcome and a seamless check-in experience. Your responsibilities will include managing guest inquiries, handling reservations, and providing exceptional service throughout their stay. This is an exciting opportunity to showcase your customer service skills and work in a fast-paced environment. If you thrive on interaction and enjoy creating memorable experiences for guests, this position is perfect for you!

Qualifications

• Positive attitude and willingness to learn required.
• Ability to work in high-pressure situations is essential.

Responsibilities

• Provide courteous and efficient service to all guests.
• Maintain confidentiality and security of guest information.
• Document guest requests and follow up for satisfaction.

Skills

Customer Service

Multi-tasking

Detail-oriented

Problem Solving

Basic Math Skills

Communication Skills

Teamwork

Education

High School Diploma

Alcohol Awareness Certification

Tools

Windows Operating Systems

Spreadsheets

Word Processing

Job description

811 7th Avenue, W 53rd St, New York, NY 10019, USA

Job Description

The Front Desk Agent is responsible for providing overall positive guest experience while managing the customer-facing administrative processes of the hotel.

ESSENTIAL FUNCTIONS:

1. Providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.
2. Maintain proper operation of the telephone switchboard.
3. Answer guest inquiries about hotel service, facilities, and hours of operation.
4. Establish and maintain good communication and teamwork with fellow associates and other departments within the hotel.
5. Respond to guest requests in a timely and professional manner.
6. Maintain confidentiality and security of all guests and hotel information.
7. Document all guest requests, complaints, or problems immediately and notify designated department for resolving the situation. Follow up to ensure completion and guest satisfaction.
8. Be aware of all rates, packages, and special promotions.
9. Be familiar with all in-house groups and high demand/restricted dates.
10. Take all necessary information when taking room reservations and follow rate quoting scenario.
11. Be knowledgeable of the front desk computer system.
12. Log and deliver packages, mail, and messages.
13. Share knowledge of the property and amenities, along with any special events, local area attractions and things to do around the hotel.
14. Accurately complete the check-in and checkout process.
15. Uses creative reasoning and brand standard service tools to overcome guest objections and concerns and to ensure guest service satisfaction.
16. Restocks front desk area and supplies as required or assigned by immediate supervisor.
17. Ability to follow a checklist.
18. Perform other duties as assigned.

MINIMUM QUALIFICATIONS:

1. Must have a positive attitude and willingness to learn.
2. Demonstrate the ability to multi-task.
3. Demonstrate the ability to be detail oriented.
4. Demonstrate the ability to problem solve to effectively deal with internal and external customers.
5. Must have basic English verbal and written communication skills.
6. Must work well in stressful, high-pressure situations.
7. Basic math skills.
8. Must have the ability to obtain alcohol awareness certification as required by the State.
9. Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays.
10. Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
11. Must be able to convey information and ideas clearly.
12. Must have a desire to serve all guests.
13. Must meet the legal age to serve alcoholic beverages (at select properties).

PREFERRED QUALIFICATIONS:

1. Experience in a hotel or a related field.

811 7th Avenue, W 53rd St, New York, NY 10019, USA