FRONT DESK AGENT Full Time

FRONT DESK AGENT - Full Time with Benefits $19 to $20 per hour

Mendocino Coast Lodge - SCP Hotels

The Front Desk Agent will be the first point of contact for guests providing exceptional customer service and ensuring a smooth check-in and check-out process. As a Front Desk Agent you will play a key role in creating a positive and welcoming experience for our guests.

The Job

• 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 to over-the-moon satisfaction.
• Follow Hotel policies with lost and found items.
• Adhere to Hotel requirements for guest and team member accidents or injuries and in emergency situations.
• Continuously promote sanitation safety and security efforts.
• Encourage Social Media/5-star compliments or reviews on OTAs.
• Greet guests warmly and efficiently processing check-ins and check-outs with accuracy and speed.
• Maintain knowledge of Hotel features/services hours of operation room types rates and numbers layout decor appointments special packages and promotions daily count expected arrivals and departures group activities and departmental policies and procedures.
• Manage reservations and room assignments ensuring accuracy and availability.
• Process payments and handle guest accounts adhering to company policies and procedures.
• Respond to guest requests and concerns promptly and professionally resolving issues to their satisfaction.
• Responsible for maintaining an efficient and effective flow of information with guests team members managers housekeeping and other departments within the Hotel.
• Upsell hotel services and amenities to maximize revenue opportunities.
• Maintain a clean and organized front desk area ensuring a professional appearance.
• Collaborate effectively with other departments to provide seamless service to guests.
• Follow all safety and security protocols to ensure the well-being of guests and staff.
• Ensure security of guest room access.
• Maintain confidentiality security and integrity of organizational data.
• Inspect plan and ensure that all materials and equipment are in complete readiness for service.
• Maintain knowledge of correct maintenance and use of equipment.
• Maintain knowledge of and comply with all departmental policies service procedures and standards.
• Access all functions of computer/software systems.
• Other duties as assigned.

Job Requirements

• Must be a United States citizen or possess a valid work permit.
• Must be able to read write and speak English. Fluency in other languages is beneficial.
• Must be able to accurately follow instructions both verbally and written.
• Ability to work a flexible schedule that may include evenings weekends and holidays.
• Must be able to work in a fast-paced environment with urgency and empathy.
• Outstanding coordination and multi-tasking abilities.
• Professional in appearance and demeanor.
• Ability to learn understand and work within POS PMS CRM and other Hospitality-specific software systems.
• Must have general computer skills including Microsoft Office and Google Suite.
• Must have the ability to deal effectively and interact well with guests vendors and team members.
• Must have the ability to resolve problems and/or conflicts in a diplomatic and tactful manner.
• Ability to calculate figures and amounts using basic math.

Supervision

• Reports to the Front Office/Desk Manager.

Education and Experience

• High school diploma or equivalent.
• Previous customer service experience is required.
• Previous Front Desk experience preferred.
• Familiarity with hotel reservation systems (experience with specific systems is a plus
• State Alcohol Serving Certificate.

Working Conditions

• Must be able to stand and move freely about the property for the majority of the shift.
• Must be able to occasionally lift carry push & pull up to 50 lbs.
• Must be able to perform simple grasping fine manipulation and repetitive hand & arm movements frequently and squeezing & overhead reaching occasionally.
• Must be able to bend squat crawl kneel push pull walk on uneven surfaces on an occasional basis.
• While primarily an indoor job must be able to walk outside in a variety of weather conditions (rain wind heat).
• Must be able to climb stairs occasionally both indoors and outside in a variety of weather conditions (rain wind heat).
• Noise level is usually moderate.