Front Desk Agent

Responsibilities

• Greets and registers guests, providing prompt and courteous service.
• Checks guests out of the hotel.
• Solves guest challenges throughout their stay in our hotel.
• Promotes hotel services, amenities and upsells products to guests.
• Answers hotel telephone and directs calls to appropriate extension or room.
• Clearly communicates with guests regarding hotel information and emergencies.

Essential Functions

• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
• Makes appropriate selection of rooms based on guest needs.
• Codes electronic keys.
• Non-verbally confirms the room number and rate.
• Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
• Ensures rooms and services are correctly accounted for within guest statement.
• Properly accounts for services provided by the hotel.
• Affords check out payments or charges.
• Affords and records vouchers, credit, traveler’s checks, and other forms of payment.
• Greets customers immediately with a friendly and sincere welcome.
• Uses a positive and clear speaking voice, listens to and understands requests, responds with appropriate action and provides accurate information such on outlet hours, special VIP programs, events, etc.
• Assists guests with special requests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
• Promptly answers the telephone and email inquiries.
• Inputs messages into the computer and advises other team members of special guest needs.
• Retrieves messages and communicates the content to the guest.
• Retrieves mail, packages and facsimiles or other special items for customers as requested.
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
• Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Remains calm and alert especially during emergency situations and heavy hotel activity.
• Plans and implements detailed steps by using experienced judgment and discretion.
• Answers calls originating from external and internal sources.
• Directs caller to appropriate extension or room.
• Verifies last name of guest for all room calls.
• Assists guests with directions or other required information.
• Directs hotel staff to assist guests, upon request.
• Communicates to callers in a clear and concise manner.
• Inputs/writes messages using proper grammar and spelling.
• Verifies names and telephone numbers.
• Properly handles all incoming urgent matters or emergencies for the guests and hotel.
• Works with hotel management and/or security in order to calmly direct appropriate action.
• Appropriately documents all emergencies.

Supportive Functions

• Attempts to communicate with guest in guest's native language, if applicable.
• Remains calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Sumsmons Bell services team members to escort guests to/from their rooms as appropriate.
• Operates various office machines.

Qualifications

• High School graduate or equivalent preferred.
• 2 or 4 year college degree preferred.
• 1 - 2 years of prior guest service experience are preferred but not required.
• Prior hospitality experience also preferred.