FRONT DESK AGENT

Description

At Crescent Hotels & Resorts, we are a team of hospitality professionals who take pride in creating exceptional guest experiences. Our associates are the heart of what we do, and we believe great service starts with a supportive, inclusive workplace. We encourage you to bring your authentic self to work every day. We celebrate your growth, support your well-being, and cheer you on throughout your career journey. From health and wellness programs to learning and development opportunities and travel discounts that feed your inner explorer, we are committed to delivering what matters to you.

Position Overview

We are currently seeking a motivated and service-driven associate to join our Front Office team. This is a dual role position. The associate will be scheduled to work day shifts as a Front Desk Agent and select evening or night shifts as a Night Auditor, based on business needs.

Key Responsibilities

• Greet guests and complete the registration process, including entering and retrieving information in the system, confirming guest details and room rates, assigning rooms, coding electronic keys, promoting marketing programs, providing welcome packets, and ensuring guests know the location of their room
• Aid guests with check-out by ensuring rooms and services are accurately posted, using the point-of-sale system, handling cash, processing credit and debit cards, converting currency, making change, and processing gift certificates
• Maintain a strong working knowledge of hotel offerings, including room types, rates, packages, promotions, and the local area, and respond to guest inquiries
• Use up-selling techniques to promote hotel services and maximize room occupancy
• Respond to guest requests and resolve concerns in a timely, friendly, and efficient manner
• Handle guest complaints by conducting research, negotiating solutions, and ensuring guest satisfaction

Night Audit and Reporting Responsibilities

• Prepare daily restaurant revenue reports by auditing point-of-sale data, including revenue, covers, tips, settlements, and cashier activity
• Run audit reports and journals from the front office and point-of-sale systems
• Make necessary corrections and adjustments and troubleshoot system issues during the shift
• Input revenue, expenses, and allowances into the front office system to generate daily reports
• Balance all revenue and settlement accounts nightly, maintain required files, and reset systems for the next day’s operations

Qualifications and Skills

• Must be able to communicate clearly in English
• Self-motivated with a calm, professional demeanor and the ability to maintain a polished appearance
• Strong guest service and communication skills with a team-oriented mindset and willingness to support coworkers
• Able to perform moderately complex mathematical calculations accurately
• Capable of working with internal and external guests in situations requiring patience, tact, and diplomacy
• Able to stand and move throughout the front office while performing essential job functions
• Proficient in using computer systems to accurately enter and retrieve information
• Able to recognize and respond appropriately to emergency situations
• Demonstrates the ability to build and maintain positive working relationships with associates, guests, and partners