Guest Service Agent

DKN HOTEL GROUP; Rancho Cucamonga (CA); On-site; USD 24,000 - 25,000; Full time

Job summary

DKN HOTEL GROUP seeks an entry-level front desk associate to deliver friendly guest service at AVN - Rancho Cucamonga, CA. You will greet guests, handle check-ins/outs, and manage reservations with accuracy and courtesy.

The role requires solid communication, basic accounting, and computer skills. You will work in a hotel lobby environment and support team members to ensure a smooth guest experience.

Qualifications

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

Responsibilities

• Greet guests and complete check-in procedures daily.
• Manage guest departures and close guest accounts at check-out.
• Process guest charges and receipts with cashiering accuracy.
• Answer inquiries and accept reservations by phone or in person.
• Maintain front desk communications and assist other departments as needed.

Skills

Customer service

English speaking

Communication

Attention to detail

Education

Experience in hotel front desk operations

Tools

Cash register

Computer skills

Job description

Job Details: Level: Entry, Job Location: AVN - Rancho Cucamonga, CA 91730, Position Type: Full-Time/Part-Time, Salary Range: $17.50 - $18.00 Hourly, Job Shift: Any, Job Category: Customer Service

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 in order to ensure that guests are fully satisfied.
• Facilitate guest departures on a daily basis by following established procedures in order 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 in order 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 in order 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 out‑going 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 maintains complete responsibility for 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 in order 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 in order 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.

*Management retains the discretion to add or change the duties of the position at any time. *

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 property.

Qualifications: Knowledge/Education/Experience

Minimum of one (1) year or 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.