The Front Desk Agents check –in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information to guests.

Essential Requirements:

• Input and access data in computer.
• Understand guest inquiries and provide responses.
• Promote positive relations with all individuals who approach the Front Desk and by telephone.
• Focus on guests’ needs, remaining calm and courteous.
• Ability to think clearly, quickly and make concise decisions.
• Prioritize, organize and follow up.
• Ability to work well under pressure.
• Focus attention to details.
• Maintain confidentiality of guests and hotel information.
• Ensure security of guest room access.
• Ability to remain stationary at assigned post for extended period of time.
• Work cohesively with other departments and co-workers as part of a team.
• Maintain complete knowledge at all times of:
  
  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, decor, appointments and location.
  • All room rates, special packages and promotions.
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled daily group activities.
• Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank locked at all times.
• Meet with supervisor to review daily assignments and priorities.
• Process all guest check-ins according to established hotel requirements.
• Communicate V.I.P. arrivals to designated personnel for escort and delivery of amenities.
• Set up accurate accounts for each guest checking in according to their requirements (i.e., share withs, separate room/tax/incidentals, comp).
• File registration cards and vouchers in bucket by room number.
• Extend every effort to obtain satisfactory alternative accommodations for guests with reservations when the hotel cannot accommodate them. Follow established procedures for "walking" guests.
• Accommodate room changes expediently.
• Handle guest complaints according to the six step procedures, ensuring guest satisfaction.
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 15 minutes to ensure completion and guest satisfaction.
• Block rooms in the computer and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Generate, print and distribute reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Process all check-outs according to established hotel requirements.
• Resolve any late charges.
• Present folio to guests and resolve any dispute charges.
• Settle guest accounts following Accounting procedures.
• Handle requests for late check-outs according to established hotel procedures.
• Conduct group check-ins/outs according to established hotel requirements.
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
• Adhere to all cashiering procedures.
• Process adjustable vouchers, paid-outs, correction vouchers, miscellaneous charges.
• Assist in other Front Desk areas as assigned.

Qualifications:

• One to years related experience and/or training; or equivalent combination of education and experience.
• High school graduate, some college.
• One year experience as a front desk agent in a full service high volume hotel.

• Paid holidays & paid sick time!
• Vacation time off!
• Education program - if you are looking for a career in Hospitality, you can take advantage of our tuition reimbursement program!
• Medical, Dental, Vision insurance - you may participate in our health benefits after 30 days of employment with us!
• 401(k) Retirement Plan - plan your retirement with our generous company match! (terms and conditions apply)
• Hotel Travel Discounts!
• Daily Pay - control when you get paid! Voluntary benefit that let's you access your pay the same day!