Front Desk Agent

Description

Position Summary: Front Desk is the first point of contact for guests, providing warm and professional service, processing registrations, and ensuring an excellent stay. Key Highlights: 1. Provide warm and professional service to guests. 2. Efficiently process guest check-in and check-out. 3. Maximize hotel revenue by offering higher-priced rooms. **Purpose of the Position** Front Desk is often the first point of contact and the first impression for guests. Warm and professional service, along with helpful guidance, will demonstrate to guests that they made the right decision in choosing to stay with us. To deliver an outstanding guest experience, a Front Desk employee will efficiently process guest check-in and check-out, and ensure guests have everything needed for an excellent stay. **Duties and Responsibilities** · Greet guests in a friendly, timely, and professional manner, recognizing IHG® Rewards Club members and repeat guests. · Process guest check-in, issue room keys, provide information about hotel amenities and room location. · Ensure required guest identification is obtained during check-in, in accordance with local legislative requirements. · Answer telephone calls promptly and courteously. · Offer higher-priced rooms when possible to maximize hotel revenue. · Respond to, log, and process all guest calls, messages, requests, questions, or concerns. · Record guest preferences in the system. · Process guest check-out, including resolution of any last-minute or disputed charges. · Accurately process all cash or credit card transactions using established procedures. · Issue, track, and release guest safe deposit boxes according to hotel procedures. · Escalate any pending requests or issues to management if additional supervision or follow-up is required. · Take appropriate action to resolve guest problems/complaints using proper service recovery guidelines. · Always adhere to the hotel’s established security protocols and procedures. Immediately report any health or safety incidents, security violations, concerns, or suspicious behavior to the supervisor or duty manager. · Take reservations for individuals and/or groups via phone or at the hotel; process cancellations, modifications, and updates to reservation information. · Work as part of a team and communicate with other departments per hotel procedures to ensure high-quality service. · Perform other duties as assigned, including room inspections, concierge services, special guest requests, etc. Position Type: Full-time, Indefinite-term Salary: $11,000\.00 \- $13,000\.00 per month Work Location: On-site employment