What are the responsibilities and job description for the Front Desk Agent position at Embassy Suites Louisville East?
The Embassy Suites Louisville East is seeking an experienced Front Desk Agent with a passion for exceeding expectations and providing unmatched customer service. This shift is primarily evenings. Hilton OnQ experience is preferred but not required.
Essential Functions
- Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to, understand and ask probing questions with regards to guest requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
- Complete the registration process
- Inputting and retrieving information from a moderately complex computer system.
- Confirming pertinent information including number of guests, length of stay and room rate. Make appropriate selection of rooms based upon guest needs.
- Code electronic keys
- Non-verbally confirm the room number and rate.
- Provide welcome folders containing room keys, certificates, and coupons as appropriate.
- Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Post charges to guestrooms and house accounts using the computer.
- Complete the checkout process
- Close out guest accounts
- Promptly answer the telephone within three rings using a positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and faxes for guests as requested.
- Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
- Remain calm and alert especially during emergency situations and heavy hotel activity.
Salary : $16 - $17