Front Desk Agent

Job summary

The Front Desk Agent is responsible for managing guest check-ins and check-outs while providing exceptional customer service. They must also handle phone inquiries, resolve guest complaints, and maintain accurate records of hotel operations.

Job details

Overview: The Front Desk Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures. Potential Career Paths: Front Desk Supervisor – Front Desk Manager – Front Office Manager - Operations Manager-Assistant General Manager – General Manager –Area Vice President of Operations Key Duties & Responsibilities: * Resolve guest complaints, ensuring guest satisfaction. * Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day. * Maintain positive guest relations at all times. * Resolve guest complaints, ensuring guest satisfaction. * Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities. * Obtain assigned bank and ensure accuracy of contracted monies. * Keep bank secure at all times. * Answer department telephone within 3 rings, using correct greeting and telephone etiquette. * Process all guest check-ins. * Verify registration card information with the guest. * Obtain back-up information for guest credit/payment method and input into system; collect cash when designated. * Direct Bell Person to escort guest and transport their luggage to the room. * Handle overbooked or walked in guests. * Accept and record wake-up call requests. * Monitor, send and distribute guest faxes. * Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery). * Resolve discrepancies on the room status report with Housekeeping. * Match the bucket check to in-house guest ledger report; report discrepancies to Manager. * Process all check-outs. * Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges. Education and Experience: * High School Graduate or General Education Degree (GED). * One year previous experience in a similar position in a hotel. * Basic computer skills required. Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender, identity, or disability status.

What you’ll do

The Front Desk Agent is responsible for managing guest check-ins and check-outs while providing exceptional customer service. They must also handle phone inquiries, resolve guest complaints, and maintain accurate records of hotel operations.

Requirements

Candidates must have a high school diploma or GED and at least one year of previous hotel experience. Basic computer skills and the ability to work flexible shifts are also required.

Listed skills

• Problem solving · Preferred
• Cash handling · Preferred
• Communication · Preferred
• Guest Relations · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Guest relations
• Conflict resolution
• Telephone etiquette
• Check-in processing
• Check-out processing
• Cash handling
• Computer skills
• Communication
• Problem solving
• Hospitality management
• Guest Ledgers
• Guest Relations
• Housekeeping
• Computer Literacy
• Front Office
• Operations Management
• Operations
• Telephone Skills
• Customer Complaint Resolution

Job areas

• Hospitality
• Customer Service & Support
• Administrative
• Front Desk Agent
• Hotel Desk Clerk
• Hotel Receptionists
• Hotel, Motel, and Resort Desk Clerks

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