Front Desk Agent

About the role

The Front Desk Agent is the face and voice of 21c, involved in all aspects of the guest experience. With the goal of providing a superior experience, this role welcomes guests, manages check-ins and check-outs, and coordinates guest experiences prior to arrival. The position reports to the Front Desk Supervisor or Front Office Manager.

Responsibilities

• Respond professionally and courteously to arriving, departing, and in-house guests, providing accurate and timely information and services.
• Handle telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.
• Greet and complete check-in procedures for arriving guests using manual and computerized methods.
• Facilitate guest departures (check-out) by following established procedures to close guest accounts.
• Calculate and post monies, receipts, guest accounts, and other forms of credit using proper cash handling methods.
• Answer inquiries and accept reservations, both in person and by telephone, using suggestive selling techniques to increase occupancy and revenue.
• Maintain good customer relations by staying informed about in-house and area functions to answer questions and concerns.
• Assist with incoming and outgoing calls, scheduling, wake-up calls, and paging guests.
• Control cash transactions at the front desk and maintain responsibility for a personal bank as specified by hotel policy.
• Process guest mail, messages, and faxes, ensuring timely and accurate distribution.
• Stay up to date on gift shop merchandise, provide information to guests, and process gift shop sales.
• Relay information about art exhibitions to guests.
• Maintain department and front desk log books to enhance communication and operations.
• Provide assistance to other employees and departments to contribute to overall hotel performance.
• Perform other duties as assigned or deemed necessary by management.

Requirements

• High school diploma or equivalent.
• Past experience dealing directly with the public and general knowledge of basic customer service skills.
• Fluency in English and ability to understand and follow verbal/written instructions.
• Ability to work on multiple tasks simultaneously and communicate effectively both verbally and in writing.
• Tact and understanding when handling customer service problems, including stressful and highly emotional situations.
• Highly organized with strong attention to detail, especially when performing multiple tasks.
• Proficiency with standard office equipment, including telephone, copier, cash register, PC, fax machine, and PBX machine.
• Knowledge of standard cash handling procedures and computerized cash register systems.
• Must pass a background check.