Guest Experience Specialist (Front Desk)

crestline-external; Wilmington (NC); On-site; USD 24,000 - 36,000; Full time

Job summary

Fairfield Inn & Suites Wilmington / Wrightsville Beach is seeking a friendly Front Desk Clerk to join our team. The Front Desk Agent handles check-ins/check-outs, multi-line phone calls, and special guest requests with a focus on exceptional service.

Responsibilities include resolving guest concerns, maintaining knowledge of hotel services, working with housekeeping for status updates, and ensuring smooth operations during all shifts. High school diploma and 1 year hotel experience required.

Qualifications

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

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.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge of hotel features/services, hours of operation, rates, packages, promotions, and daily counts.
• 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 back-up information for guest credit/payment method and input into system; collect cash when designated.
• Direct Bell Person to escort guest and transport luggage to the room.
• Handle overbooked 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.
• 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

High School/GED

1 year hospitality experience

Job description

Fairfield Inn & Suites Wilmington / Wrightsville Beach is seeking a friendly Front Desk Clerk to join our team. The Front Desk Agent handles check-ins/check-outs, multi-line phone calls, and special guest requests with a focus on exceptional service.

Responsibilities include resolving guest concerns, maintaining knowledge of hotel services, working with housekeeping for status updates, and ensuring smooth operations during all shifts. High school diploma and 1 year hotel experience required.