Front Desk Agent

Overview:

The Front Desk Agent is responsible for assisting guests with check-in and check-out answers and processes all phone calls received plus handles all special requests for services or information in accordance with standard policies and procedures.

Potential Career Paths:

Front Desk Supervisor Front Desk Manager Front Office Manager - Operations Manager-Assistant General Manager General Manager Area Vice President of Operations

Key Duties & Responsibilities:

• Resolve guest complaints ensuring guest satisfaction.
• Anticipate guests needs respond promptly and acknowledge all guests however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints ensuring guest satisfaction.
• Maintain complete knowledge at all times of: a) all hotel features/services hours of operation. b) all room rates special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies.
• Keep bank secure at all times.
• Answer department telephone within 3 rings using correct greeting and telephone etiquette.
• Process all guest check-ins.
• Verify registration card information with the guest.
• Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
• Direct Bell Person to escort guest and transport their luggage to the room.
• Handle overbooked or walked in guests.
• Accept and record wake-up call requests.
• Monitor send and distribute guest faxes.
• Communicate pertinent guest information to designated departments/personnel (i.e. special requests amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping.
• Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
• Process all check-outs.
• Process adjustment vouchers paid-outs correction vouchers miscellaneous charges.

Education and Experience:

• High School Graduate or General Education Degree (GED).
• Oneyear previous experience in a similar position in a hotel.
• Basic computer skills required.

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action qualified applicants will receive consideration for employment without regard to race color religion sex national origin age protected veteran status sexual orientation gender identity or disability status.

*Must have morning/weekend availability*

Required Experience:

Unclear Seniority