2nd shift Front Desk Agent

About the role

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, as well as ensuring the guest has an exceptional stay, to meet the hotel’s high standards of quality.

Responsibilities

• Greet customers immediately with a friendly and sincere welcome.
• Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
• Make appropriate selection of rooms based on guest needs.
• Code electronic keys, certificates, and coupons as appropriate.
• Requires continual standing and movement throughout front office areas.
• Verify and imprint credit cards for authorization using electronic acceptance methods.
• Handle cash; make change and balance as assigned house bank.
• Accept and record vouchers, travelers’ checks, and other forms of payment.
• Perform accurate, moderately complex arithmetic functions using a calculator.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication.
• Input messages into the computer.
• Retrieve messages and communicate the content to the guest.
• Retrieve mail, small packages, and facsimiles for customers as requested.
• Close guest accounts at the time of check‑out and ensure guest’s satisfaction.
• In the event of dissatisfaction, research and attempt to resolve the problem within established guidelines; may include turning the problem over to a supervisor.
• Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes