Front Desk Agent

About the role

The Guest Service Representative will provide effective customer service at all times, ensuring guests receive great service throughout their stay. Representatives will assist guests as needed throughout their stay while following all established procedures and policies.

Responsibilities

• Act as the ambassador of the hotel.
• Provide information to guests on all aspects of the hotel, including pool location, hours of F&B facility, laundry location, and differences in room types.
• Review arriving reservations for the day early in the shift, checking for special requests, VIPs, etc., and pre-assign rooms as necessary.
• Record future reservations for guests by phone or in person, following all standard procedures.
• Handle all complaints efficiently and courteously by listening carefully to the guest’s problem and taking immediate personal responsibility to correct it, if possible. If not, notify the supervisor or General Manager immediately.
• Respond to telephone calls efficiently and pleasantly within three rings and with correct phrasing, determining the nature of the call and transferring to the proper extension.
• Maintain awareness of and report any safety hazards or violations witnessed in the course of performing required duties.
• Perform other duties as requested.

Requirements

• One-year related customer service work experience.
• Computer skills.
• Excellent interpersonal skills.
• Ability to speak, read, and write English.
• Knowledge of workplace safety procedures.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

• Regularly required to stand and walk the entire shift, talk, and/or hear.
• Regularly required to stand, walk, sit, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl.
• The noise level in the work environment is usually moderate.

Employment is contingent upon successful completion of a background and drug test.