Guest Service Agent

DKN HOTEL GROUP; Newport Beach (CA); On-site; USD 30,000 - 40,000; Full time

Job summary

DKN HOTEL GROUP in Newport Beach is seeking a dedicated Front Desk Associate to ensure excellent customer service and efficient check-in/out processes. The ideal candidate will maintain a friendly demeanor and assist with reservations and inquiries while providing a 'Home Away From Home' experience for guests.

Ideal candidates should have at least one year of related experience, good communication skills, and a basic understanding of accounting. Physical requirements include standing for long periods and lifting up to 20 lbs.

Qualifications

• Minimum of one year of related experience preferred.
• Knowledge of hotel front desk operations and procedures desirable.
• English speaking.

Responsibilities

• Maintain a friendly and courteous demeanor while providing service to guests.
• Greet guests and complete check-in procedures.
• Facilitate guest departures and close accounts.
• Answer inquiries and accept reservations.
• Control cash and credit transactions.
• Provide assistance to team members and departments.

Skills

Customer service

Communication skills

Attention to detail

Basic accounting

Computer skills

Job description

Essential Functions and Responsibilities of the job include but are not limited to:

• Maintain a friendly, cheerful and courteous demeanor at all times, while providing personalized service to hotel guests.
• Communicate effectively with guests and fellow team members.
• Greet arriving guests and complete established check-in procedures on a daily basis to ensure guests are fully satisfied.
• Facilitate guest departures on a daily basis by following established procedures to close guest accounts and determine future room availability.
• Regularly calculate and/or post monies, receipts, guest accounts and other forms of credit using proper cash handling methods and established procedures to present the guest with accurate hotel charges upon check-out.
• Courteously answer inquiries and accept reservations, both in person and over the phone, by utilizing DKN’s reservation guideline; accurately and professionally communicate hotel rates and information, utilize suggestive selling techniques, demonstrate advantages and create value for our guests.
• Maintain good guest relations by keeping abreast of all in‑house and area functions to answer questions and concerns with timely and knowledgeable responses in person and on the phone.
• Operate the PBX equipment by accepting incoming calls and assisting outgoing calls, setting wake‑up calls and communicating to guests to ensure timely and efficient service.
• Control cash and credit transactions at the front desk and maintain complete responsibility for the personal bank as specified by hotel policy.
• Process all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests to ensure the information is received by guests in a timely manner.
• Contribute to and maintain established information and communication sources such as department and front desk log books to enhance department communications and operations.
• Provide assistance to other team members and departments to contribute to the best overall performance of the department and hotel.
• Deliver DKN’s "Home Away From Home" experience.
• Perform other duties as assigned, requested or deemed necessary by management.

Supervisory Responsibility

None

Independent Judgment Used

Often within the guidelines established by management and to the extent of operating within the company policies and procedures.

Working Conditions/Environment

Front desk/lobby area. Access to entire interior and exterior of the property.

Qualifications / Knowledge / Education / Experience

• Minimum of one (1) year of related experience preferred.
• Knowledge of hotel front desk operations and procedures desirable.

Skills / Abilities / Other Requirements

• English speaking.
• Good customer service, communication skills (written and verbal) and attention to detail.
• Ability to prioritize, organize and make good judgments.
• Basic accounting procedures, typing, cash register and computer skills.
• Dependable.

Physical Requirements

• Standing for long periods of time.
• Frequently walking indoors, outdoors, up and down stairs, sitting, bending, stooping, twisting, reaching, lifting and carrying.
• Reaching above, at and below shoulder level.
• Lifting and carrying unassisted up to 20 lbs.

Additional Comments

• Must be aware of the importance of safety and security.
• Endeavor to be conscious of safety and security at all times.
• Living the DKN values’ behaviors.
• Friendly and courteous to guests and fellow team members at all times.