Front Desk Agent

Responsibilities

• Processing all reservation requests, changes, and cancellations received by phone, fax, or email.
• Identify guest reservation needs and determine appropriate room type.
• Verify availability of room type and rate.
• Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests.
• Answer questions about property facilities/services and room accommodations.
• Follow sales techniques to maximize revenue.
• Input and access data in reservation system.
• Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
• Follow proper escalation procedures when addressing guest concerns.
• Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Comply with quality assurance expectations and standards.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Perform other reasonable job duties as requested by Supervisors.

Requirements

• High school diploma or GED
• No experience needed; training on the job provided
• Work experience as a Hotel Front Desk Agent, receptionist, host/hostess, food and beverage or customer-service based role (preferred, but not required)
• Experience with hotel operating applications, like Hilton OnQ, Opera, Infor, etc.
• Customer service positive attitude and professionalism
• Excellent communication and organizational skills, including proficiency in computer applications such as email and Internet navigation