Guest Service Agent Hotel Front Desk Agent FT

Murphco of FL; Winter Haven (FL); On-site; USD 28,000 - 35,000; Full time

Job summary

A leading hotel is seeking a Front Desk Team member to provide exceptional guest service and ensure a smooth check-in and check-out experience. The ideal candidate will have a high school diploma, experience in a hotel environment, and strong communication skills. This role requires flexibility and a commitment to guest satisfaction.

Qualifications

• High School diploma or GED required.
• One year of previous experience in a similar hotel position preferred.
• Ability to work a flexible schedule, including weekends.

Responsibilities

• Resolve guest complaints, ensuring guest satisfaction.
• Process all guest check-ins and check-outs.
• Maintain positive guest relations at all times.

Skills

Guest Relations

Problem Solving

Communication

Attention to Detail

Education

High School diploma or GED

Tools

Basic computer skills

Job description

Working at Courtyard, you'll ensure guests have a smooth, productive stay that meets their personal and business needs. No matter whether a guest arrives weary from their travels or excited for a vacation, you know what to do to make them feel at home. They will appreciate the pristine lobby, your warm welcome, and your efficiency in getting them checked in and pointed in the right direction. When they know you genuinely care about the quality of their stay, you are operating at a level of excellence.

As a member of the Front Desk Team, your responsibilities will include:

1. Resolve guest complaints, ensuring guest satisfaction.
2. Anticipate guests' needs, respond promptly, and acknowledge all guests, regardless of how busy it is or the time of day.
3. Maintain positive guest relations at all times.
4. Maintain complete knowledge of hotel features/services, hours of operation, room rates, special packages, and promotions, as well as daily house count, expected arrivals/departures, and scheduled group activities.
5. Obtain assigned bank and ensure accuracy of contracted monies; keep the bank secure at all times.
6. Answer department telephone within 3 rings, using correct greeting and etiquette.
7. Process all guest check-ins, verify registration details, and obtain backup information for credit/payment methods, inputting into the system and collecting cash when needed.
8. Coordinate with Bell Person to escort guests and transport luggage.
9. Handle overbooked or walk-in guests appropriately.
10. Accept and record wake-up call requests.
11. Monitor, send, and distribute guest faxes.
12. Communicate guest information such as special requests and amenity deliveries to relevant departments.
13. Resolve discrepancies on room status reports with Housekeeping and match bucket checks to in-house guest ledgers, reporting discrepancies to the manager.
14. Process check-outs, adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.

Education & Experience:

1. High School diploma or GED.
2. One year of previous experience in a similar hotel position preferred.
3. Basic computer skills required.
4. Ability to work a flexible schedule, including weekends.

EOE