Seeking a responsible dependable person, looking to be a part of a team that is striving to create memorable guest experiences that generate positive guest satisfaction and intent to return.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
- The Front Desk Agent responsibilities include but are not limited to representing the hotel to the guests throughout all stages of the guest’s stay.
- To determine a guest’s reservation status, identifies how long the guest will stay, assign rooms, and accommodates special requests whenever possible.
- Responsible for verifying the guest’s method of payment, following established credit- checking procedures, entering the guest and room information in the property management system, and communicating this information to the appropriate hotel personnel.
- Work closely with the housekeeping department in keeping room status reports up to date and coordinates with the maintenance department requests for maintenance and repair work.
- Through completion of guest transactions: registers guests, registration process, check guests out, deals with upgrades, promotions, and special requests.
- Respond to customer concerns, issues, inquiries, and input in a timely, professional, and courteous manner; resolve customer complaints, escalate issues as necessary or report to other departments for resolution; accommodate guest requests, when possible, within policies/procedures.
- Accurately complete any logs/reports as specified by management.
- Maintain close contact with other hotel departments and staff in order to assist and receive necessary information.
- Handle front desk cashier and be able to manage checks and cash according to hotel policies and procedures.
- Relay all applicable information to the front desk manager and supervisors.
- Seek feedback and comment cards from guests and develop and negotiate effective solutions to better customer service.
- Respond to guests via the telephone in professional conduct, aiding guests with their questions or directions and various concerns.
- Listen and assist to resolve problems.
- Log any phone complaints or requests.
Requirements: Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.
- Availability to work all shifts, also must be able to work holidays and weekends.
- Prior customer service experience required.
- Excellent communication and interpersonal skills.
- Requires strong ability to effectively and clearly communicate in all aspects – written,
oral, & electronically. - Knowledge of OPERA software preferred.
- Ability to always maintain professional, especially in highly stressful situations.
QUALIFICATION STANDARDS:
Education: High School education or equivalent experience.
Experience: Must have (1) year of experience as Front Desk Agent or other customer service-related position.
Licenses or Certifications: none required.
NOTICE:
Friendwell Managed Hotels function twenty-four hours a day, seven days a week, 365 days a year. As a part of the hospitality industry, a hospitable service atmosphere must be maintained at all times. All employees are required to project a friendly, welcoming, and positive attitude.