Front Desk Agent

About the role

The Galt House Hotel is expanding and seeks 1st and 2nd shift front desk attendant positions to offer exceptional customer service.

Responsibilities

• Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests
• Secure payment; activate/reissue room keys; document exceptions
• Verify and/or adjust billing for guests
• Clear departures in computer system
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• Maintain positive guest relations at all times
• Cookise with Housekeeping to track room status and guest concerns
• Filer guest paperwork or documentation
• Run and check daily reports, contingency lists, and credit card authorization reports
• Supply guests with directions and information
• Answer, record, and process all guest calls, requests, questions, or concerns and follow up to ensure guests' satisfaction
• Arrange transportation for guests/visitors
• Count and secure bank at beginning and end of shift
• Cash guests' checks, process all payment types, vouchers, paid-outs, charges, and provide change
• Accept and record wake-up call requests; deliver to PBX
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
• Assist PBX with switchboard duties
• Assist with Reservations calls. Handle all Reservation calls after p.m.; process, record and follow up any details relative to such.
• Provide Concierge service when no Concierge is available.
• Assist in other Front Desk areas as assigned.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Resolve guest complaints, ensuring guest satisfaction
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Resolve guest complaints, ensuring guest satisfaction
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette
• Promote positive guest relations to all individuals approaching the Front Desk

Requirements

• High School Diploma or GED
• 2 years of customer service experience preferably in the hospitality industry
• Basic computer and math skills
• Professional telephone etiquette and office skills
• Excellent oral and written communications skills
• Fluency in English with preferred experience in a foreign language
• Able to input and access information in the property management system/computers/point of sales system
• Able to type proficiently
• Able to suggestively sell
• Able to analyze and solve problems

Qualifications

• High School Diploma or GED
• Customer service: 1 year
• Hospitality: 1 year (Preferred)
• English (Required)
• Day Shift (Preferred)
• Night Shift (Preferred)

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule

• Evening shift
• Morning shift

Ability to Commute/Relocate

Reliably commute or plan to relocate before starting work in Louisville, KY 40202 (Required)

Education

High school or equivalent (Required)

Experience

• Customer service: 1 year (Required)
• Hospitality: 1 year (Preferred)

Language

English (Required)

Shift Availability

• Day Shift (Preferred)
• Night Shift (Preferred)

Job Type

Full-time

Supplemental Pay Types

• Commission pay

Ability to Commute

Reliably commute or plan to relocate before starting work in Louisville, KY 40202 (Required)

Ability to Relocate

Relocating before starting work in Louisville, KY 40202 (Required)

Work Location

In person

Supplemental Information

The Galt House Hotel offers a comprehensive benefits package which includes medical, dental, 401k. The Galt House Hotel is a Drug Free Workplace, creating a culture of care where diversity is welcomed.