What are the responsibilities and job description for the Night Auditor/Front Desk Representative position at Holiday Inn Express & Suites Woodland Hills?
Job Description
Job Summary
The Front Desk Agent is a key member of the Guest Services team responsible for the daytime operations of the Hotel, verifying the accuracy of guest accounts, as well as assisting with all aspects of guest services. The Front Desk Agent is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us. To deliver a great guest experience – a Front Desk Agent will check in and out guests efficiently, and make sure they have all they need for a great stay.
Responsibilities and Duties
- Check guests in, issue room keys, provide information on hotel services and room location
- Answer phones in a prompt and courteous manner
- Answer, record and process all guest calls, messages, requests, questions or concerns
- Record guest preferences in the system
- Check guests out, including resolving any late or disputed charges
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
- Take action to solve guest problems/complaints using appropriate service recovery guidelines
- May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes
- Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
Qualifications and Skills
High School diploma /Secondary qualification or equivalent. One year front desk/guest service experience. Proficiency in Opera PMS preferred. Excellent computer skills, specifically Microsoft Office and use of the internet. Able to organize, plan ahead and manage workload. Some college/university preferred
This job requires the ability to perform the following:
- Frequently standing up behind the desk and front office areas
- Carrying or lifting items weighing up to 50 pounds / 23 kilograms
- Handling objects, products and computer equipment
Excellent computer skills to operate various property management and reservations systems, etc
Job Type: Full-time
Pay: From $20.00 per hour
Expected hours: 40 per week
Benefits:
- Employee discount
Work Location: In person
Salary : $20