FRONT DESK AGENT(HOURLY POSITION $17.25/HR)

Essential Duties and Responsibilities

• Determines a guest’s reservation status, assigns rooms, and accommodates special requests.
• Verifies guest’s method of payment, follows credit-checking procedures, enters guest and room information, and communicates this information to relevant hotel personnel.
• Closely works with the housekeeping department to update room status reports and coordinates with the maintenance department for maintenance and repair requests.
• Registers guests, processes check-ins and check-outs, handles upgrades, promotions, and special requests.
• Responds to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolves customer complaints, escalates issues as necessary, and reports to other departments for resolution; accommodates guest requests, when possible, within policies/procedures.
• Accurately completes any logs/reports as specified by management.
• Maintains close contact with other hotel departments and staff to assist and receive necessary information.
• Handles front desk cashier duties and manages checks and cash according to hotel policies and procedures.
• Relays all applicable information to the front desk manager and supervisors.
• Seeks feedback and comment cards from guests and develops and negotiates effective solutions to improve customer service.
• Responds to guests via the telephone in professional conduct, aiding guests with their questions or directions and various concerns.
• Listens and assists to resolve problems.
• Logs any phone complaints or requests.

Requirements

• Availability to work all shifts, including holidays and weekends.
• Prior customer service experience required.
• Excellent communication and interpersonal skills.
• Strong ability to effectively and clearly communicate in all aspects – written, oral, & electronically.
• Knowledge of OPERA software preferred.
• Ability to maintain professionalism, especially in highly stressful situations.

Qualification Standards

• High School education or equivalent experience.
• Must have one year of experience as a Front Desk Agent or other customer service-related position.
• No licenses or certifications required.