Cleve Front Desk Agent - Hotel

Summary:

Greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of stay to meet Jesta brand high standards of quality.

Duties and Responsibilities:

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as venue hours and local attractions.
• Complete the registration process by inputting and retrieving information from the PMS and confirming pertinent information including the number of guests and room rate. Make an appropriate selection of rooms based on guests’ needs. Code electronic keys. Non-verbally confirm the room number and rate. 
• Verify credit card for authorization using electronic acceptance methods. Handle cash, make changes and balance an assigned house bank. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear communication. Retrieve mail, small packages for customers as requested.
• Close guest accounts at the time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowances.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance to resolve problems. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Minimum Qualifications:

• Must have 1 year experience in the Hospitality Industry.
• Bi-lingual (English/Spanish) preferred.

Knowledge, Skills and Abilities:

• Knowledge of computer programs/applications, i.e., Word, Excel, PowerPoint, POS
• Must have warm manner with Guests, but never overly familiar. 
• Must possess superb verbal skills.  Must use precise diction and use proper grammar.  Writing and penmanship must be legible.
• Must have ability to prioritize assignments; must be a multi-task person.
• Must have ability to sell Hotel services and amenities.
• Must have ability to use reference materials.
• Must be able to act in the Guest’s best interests while remaining accountable to hotel policies and standards.
• Must be able to work in a team atmosphere.
• Must have genuine desire to assist.
• Must be able to sit for extended period. 

Working Conditions:

• Work is performed in an office environment and requires evening, weekend hours and holidays.