Hawthorn Suites Front Desk Agent Erie, PA

Kaizen Lab Inc.; Erie (Erie County); On-site; USD 32,000 - 40,000; Full time

Job summary

Kaizen Lab Inc. is seeking a dedicated Front Desk Associate to provide top-notch customer service at our hotel in Erie County, United States. You will be responsible for checking guests in and out, managing reservations, and ensuring a positive experience for all visitors.

The ideal candidate will excel in communication, possess strong attention to detail, and thrive in a dynamic environment. Join us to deliver outstanding service and uphold our commitment to guest satisfaction.

Qualifications

• Experience in customer service roles, preferably in a hospitality setting.
• Ability to work in a high-pressure environment with professionalism.
• Must maintain a clean, professional appearance.

Responsibilities

• Check guests in and out accurately while providing excellent service.
• Handle cash and credit transactions following proper procedures.
• Respond to guest requests and provide information with a positive attitude.
• Coordinate with team members using logbooks for guest services.
• Ensure safety and confidentiality of guest information.

Skills

Excellent customer service

Cash and credit card handling

Communication skills

Attention to detail

Job description

Provides guests with excellent customer service while taking reservations, and checking guests in and out in an accurate/thorough manner. Balances the daily accounting records and completes the necessary paperwork.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Checks guests in and out of the hotel in a thorough and accurate manner. Sells guest rooms to walk in guests and reservations using established selling procedures and yield management techniques.
• Answers and transfers all incoming telephone calls using proper telephone etiquette. Provides customer service, including message taking, setting wake up calls, providing directions and other information as needed.
• Follows the “stick to the basics policy”. Encourages use of the company operated restaurants.
• Follows proper cash and credit card handling procedures. Accurately completes required paperwork and cash out procedures. Completes a bucket-to-board daily. Communicates information to other shifts in the daily log book.
• Has a thorough understanding of hotel equipment used at the front desk. Ensures the hotel equipment, such as fax machines, copiers, and the PMS system are maintained properly and secured.
• Provides excellent customer service that goes above and beyond the expectations of the hotel guests. Conducts themselves in a professional, courteous manner at all times. Observes the company’s 10-4 rule. Immediately addresses all guest requests. Never says “no” to a guest request for information‑finds the answer.
• Presents a professional image. Properly attired in a clean, pressed uniform and name tag, in accordance with franchise and company grooming and uniform policy.
• Communicates with superiors and co-workers about the status of guest rooms, guest requests, and maintenance issues. Utilizes the daily log book to coordinate information for all day shifts.
• Provides safety and security for the hotel and its guests. Follows the hotel key control procedures at all times. Is familiar with the hotel emergency plan and is able to confidently partake in emergency training procedures. Observes guest and hotel confidentiality procedures. Uses the hotel safe lifting procedures. Reports all incidents and injuries to the appropriate supervisor.
• Provides input and ideas on the operation of the hotel. Participates in training initiatives and skill development.
• Completes any other task requested by a supervisor, including training new associates.