What are the responsibilities and job description for the Front Desk Agent position at Crestline Hotels & Resorts?
Your next opportunity to shine in hospitality is here at Residence Inn Boston Westford.
As a Front Desk Agent, you will play a key role in creating a smooth, welcoming, and memorable experience for every guest who walks through our doors.
If you’re organized, customer-focused, and ready to grow with a dynamic team, we’d love to meet you!
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
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
As a Front Desk Agent, you will play a key role in creating a smooth, welcoming, and memorable experience for every guest who walks through our doors.
If you’re organized, customer-focused, and ready to grow with a dynamic team, we’d love to meet you!
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.
- High School Graduate or General Education Degree (GED).
- One year previous experience in a similar position in a hotel.
- Basic computer skills required.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.