Guest Service Agent

DKN Hotels; Rossford (OH); On-site; USD 30,000 - 32,000; Full time

Job summary

DKN Hotels is seeking an entry-level Front Desk Clerk in Rossford, OH. You will greet guests, perform check-in/check-out, handle payments, and provide friendly personalized service to ensure guests feel at home throughout their stay.

Strong communication and customer service skills are essential, along with basic cash handling, typing, and computer proficiency. This on-site role requires attentiveness, reliability, and the ability to manage reservations and guest inquiries daily.

Qualifications

• Minimum of one year or related experience preferred.
• Knowledge of hotel front desk operations and procedures desirable.
• English speaking and good customer service are essential.

Responsibilities

• Greet arriving guests and complete check-in procedures daily to ensure guest satisfaction.
• Assist guests with check-out and determine future room availability.
• Handle cash, receipts, and guest accounts with accuracy and care.
• Answer inquiries and accept reservations per reservation guidelines.
• Communicate hotel rates and information and promote added value to guests.
• Maintain guest relations and assist other teams as needed.
• Provide the 'Home Away From Home' experience for guests.

Skills

Customer service

Communication

Attention to detail

Prioritization

Organization

Cash handling

Typing

POS familiarity

Computer skills

Dependable

English speaking

Tools

PBX system

Cash register

POS software

Computer literacy

Job description

Job DetailsLevel: EntryJob Location: CYTR - Rossford, OH 43460Position Type: Full TimeSalary Range: $14.50 - $14.50 HourlyJob Shift: AnyJob Category: Customer ServiceEssential 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.

QualificationsKnowledge/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.