Overnight Front Desk Agent, Cambria Hotel

POSITION SUMMARY: To ensure a comfortable, caring, and consistent stay by providing Cambria guests with a warm welcome. Provide efficient and effective front desk service in accordance with brand standards.

This position is a full-time, overnight role. Shifts are generally 10 pm-6:15 am. Must be able to work a flexible schedule.

PRIMARY DUTIES AND RESPONSIBILITIES:

Receives and Processes Incoming Guests - 90% of Time (Essential):

• Ensure a delightful, seamless arrival and departure for our guests.
• Greets guest and processes hotel registration and other transactions.
• Keeps current on hotel accommodations, services and local attractions.
• Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction.
• Works with other departments as appropriate to arrange for services requested by the guest.
• Stays current with developments in the hotel by reviewing and updating the communication log.
• Prepares end of shift summaries and communications for management and other shifts.
• Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program.
• Makes reservations in accordance with hotel’s yield management practices.
• Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards.
• May be responsible for answering and fielding all calls to the hotel, both internal and external.
• Identifies and records special billing instructions and notifies Accounting.
• Obtains appropriate approvals and signatures for guest transactions.
• Follows hotel policy on cash banks.
• Maintains confidentiality of guest information.
• Responsible for night audit process and all required reporting.

Guest Service -Ongoing:

• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.
• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.
• Provides genuine hospitality and teamwork on an ongoing basis.
• Assumes the responsibility to notice when the guest is not satisfied and works to resolve.
• Performs other duties required to provide the service brand behavior and genuine hospitality.

SKILLS, EDUCATIONAL BACKGROUND AND EXPERIENCE :

• Must be at least 21 years of age.
• Ideal candidate will have a minimum of 1 to 2 years of hotel front desk experience, other hotel experience or experience in a customer service environment.
• Experience in Opera system preferential.
• Strong verbal, written and interpersonal skills.
• Works well independently or as part of a team.
• Strong attention to detail.
• Commitment to exceptional guest service.
• Ability to maintain a positive and professional attitude when handling all situations.
• Adhere to the policies and procedures of the hotel.
• Ability to work a flexible schedule including holidays and weekends.
• Working knowledge of computer and math skills.

WHAT WE OFFER:

• Health Benefits and Paid Vacation for Full-time Employees
• Paid Time Off
• Bonus Pay
• Clear Direction - no surprises
• A Chance to work with a friendly team of professionals
• Ability to build a strong group of regulars
• A sense of being part of a family
• Opportunity for Advancement

OTHER INFORMATION:

We are an equal opportunity and affirmative action employer and make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information or other protected class. We participate in E-Verify. We require background and drug screen prior to hire date.

Pay: $18.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Free parking
• Health insurance
• Paid jury duty
• Paid time off
• Referral program
• Vision insurance

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person

Salary : $18