Front Desk Agent

POSITION SUMMARY
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.

ORGANIZATIONAL SCOPE:
Position is responsible for exceptional customer service in order to generate revenue.

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. (16%)
• Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an 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. (21%)
• Cancel room reservations according to procedures. (2%)
• Walk customers in a professional and courteous manner according to procedures if full house or extenuating circumstance. (1%)
• Show guests to room assisting them with their luggage. (45%)
• Explain all hotel facilities, their location in the hotel, hours of operation, answer all questions about these facilities and other hotel questions. (15%)
• Check luggage for hotel guests both for day and overnight. (15%)

NON-ESSENTIAL FUNCTIONS

• 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

Knowledge and Skills:

• Education:High school education or equivalent experience.
• Experience:Three months to one full year of employment in a related position with this company or other organization(s).
• Skills and Abilities: Requires a working knowledge of the Front Desk aspect of TTH 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. A second language is preferred.

Job Types: Part-time, Full-time

Pay: $13.00 - $14.00 per hour

Benefits:

• Employee discount

Application Question(s):

• 21 Older?

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 1 year (Preferred)
• Front Desk: 1 year (Preferred)

Work Location: In person

Salary : $13 - $14