What are the responsibilities and job description for the FRONT DESK AGENT position at Holiday Inn, La Mirada?
BASIC PURPOSE: Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs.
ESSENTIAL FUNCTIONS:
- Handle guest registration and room assignments, accommodating special requests whenever possible. (10%)
- Pre-register, block reservations and take same day reservations and when necessary, future reservations following hotel rate structures, discounts, and sell strategies. (10%)
- Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in a efficient and friendly manner. (50%)
- Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc. (15%)
- Cancel room reservations according to procedures. (5%)
- Walk customers in a professional and courteous manner according to procedures. (5%)
NON-ESSENTIAL FUNCTIONS: (5%)
- Inventory guest room keys according to policy and request re-keying as necessary.
- Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist.
- Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment.
Qualifications:
Education: High School education or equivalent experience.
Experience: Experience required by position is from three months to one full year of employment
in a related position with this Company or other organizations.
Skills and Abilities:
- Requires a working knowledge of the Front Desk aspect of Interstate's services, policies or operations and a general knowledge of the hotel. Working knowledge is generally learned on-the-job.
- Requires knowledge of and ability to operate computer equipment and the reservations system.
- Ability to read and speak English.
- Second language is preferred.
Salary : $17