Guest Experience Champion - Front Desk

Gulph-Creek-Hotels; White Marsh (MD); On-site; USD 27,000 - 36,000; Full time

Job summary

Gulph Creek Hotels is seeking a Front Desk Agent in Baltimore, MD to deliver exceptional guest service at the front desk. Responsibilities include greeting guests, handling reservations, check-ins/check-outs, and providing information about local area and hotel policies.

The role requires strong communication and numerical skills, the ability to balance cash and maintain PMS data, and the ability to work closely with Housekeeping, Security and Maintenance teams to ensure guest satisfaction.

Qualifications

• Ability to read and speak English and comprehend simple instructions, short correspondence, and memos.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

Responsibilities

• Greet all guests (internal and external)
• Process guest reservations, registration (check-in) and departures (check-outs)
• Offer guest assistance at every opportunity
• Respond to all guest requests efficiently
• Ensure guest satisfaction by following through on requests and other needs
• Provide information to guests about hotel policies, services and amenities
• Provide information, directions and other assistance as necessary about the local area
• Maintain accurate guest information in the hotel property management system including, but not limited to: basic guest information, billing/payment, guest charges, etc.
• Balances all cash, check, credit card and ledger accounts through verification, shift reports and performs audit functions if assigned
• Maintain daily logs and checklists
• Effectively communicate all pertinent information to other employees within the department
• Effectively communicate all pertinent information to other departments (Housekeeping, Security, Maintenance, etc) regarding room status/availability, guest requests, etc.
• Assist in all areas of the operation including PBX/Switchboard, bellman or concierge services, reservations and other areas as necessary
• Comply with all standards and regulations to encourage safe and efficient hotel operations
• Maintain regular attendance in compliance with company policy
• Maintain high standards of personal appearance and grooming in accordance with company policy
• Approach all encounters with guests and employees in a friendly, service-oriented manner
• Maintain and organize work area regularly
• Other duties as required

Skills

English language skills

Communication skills

Numerical skills

Education

High School diploma or equivalent

Job description

Gulph Creek Hotels is seeking a Front Desk Agent in Baltimore, MD to deliver exceptional guest service at the front desk. Responsibilities include greeting guests, handling reservations, check-ins/check-outs, and providing information about local area and hotel policies.

The role requires strong communication and numerical skills, the ability to balance cash and maintain PMS data, and the ability to work closely with Housekeeping, Security and Maintenance teams to ensure guest satisfaction.