Front Desk Agent
Front Desk Agent
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Job Description
Location
Parker House Hotel
As you pass through the sculpted bronze doors of this luxury Boston hotel you will be enveloped by the timeless beauty that has made the Omni Parker House a landmark since 1855. Experience the perfect blend of modern amenities and historic charm at Americas oldest continuouslyoperating hotel.Located on the Freedom Trail guests enjoy grand views of historic downtown Boston distinguished dcor and thoughtful amenities that are evident in every striking detail in each of the 551 luxurious guest rooms. Walk to Beacon Hill Faneuil Hall Marketplace Quincy Market the Financial District shopping and more. Just 2.5 miles 1015 minutes) from Logan International Airport. Come join us and our family and create your own history as an employee of this historic property.
Job Description
Front Desk Agents are responsible for providing a fivestar welcome and departure experience to each guest as well as serving as ambassadors throughout the guests stay. Front Desk Agents make the first impression upon our guests by extending a warm welcome providing information about the hotel and local area and offering our full range of upscale hotel amenities and services to them. Front Desk Agents are also responsible for settling guest accounts upon checkout resolving guest issues and completing special requests. They work closely with all hotel departments especially our Concierge BellDoor and Ideal Services teams.
Responsibilities
- Process guest checkins and checkouts according to Omnis Moments of Service and Standard Operating Procedures
- Empathetically listen to guest inquiries and provide appropriate responses
- Set up accurate accounts for each guest checking in according to their preferences (room type payment etc.
- Block rooms in the computer and follow through on designated requirements
- Preregister designated guests and prepare key packets
- Communicate pertinent guest information to designated departments/personnel (i.e. special requests amenity delivery)
- Maintain confidentiality of all guests and hotel information
- Employ attention to detail in order to ensure security of guest room access.
- Understand and execute all Omni accounting standards ensuring accurate settlement of folios routing of charges and adjustments
- Maintain guest history files on all guests
- Accommodate room changes expediently
- Answer incoming phone calls to the hotel
- Dispatch maintenacne calls into Synergy
- Document all guest requests complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
- Issue safe deposit boxes to guests and ensure security of key
- Monitor send and distribute guest faxes
- Generate print and distribute daily and weekly reports
- Resolve discrepancies on the room status report with Housekeeping
- Maintain complete knowledge at all times of all hotel features/services hours of operation room types numbers layout decor appointments and locations room rates special packages and promotions.
Qualifications
- Ability to clearly and pleasantly communicate both verbally and in writing in English with guests management and coworkers both in person and by telephone
- Ability to accurately and efficiently input information into computer systems
- Ability to work cohesively with coworkers both within and outside of your department
- Ability to compute accurate mathematical calculations
- Ability to think clearly quickly and make concise decisions
- Ability to prioritize organize and follow up
- Ability to work well under pressure dealing with many arrivals and departures within a short period of time
- Previous customer service experience
- Previous hotel front desk experience is strongly preferred
- Previous cashiering experience is preferred
- Previous guest relations training is preferred
Required Experience:
Unclear Seniority
Employment Type
Unclear
