Hotel Front Desk Clerk/Guest Service Agent/Hotel Customer Service

Full job description

JOB TITLE: Front Desk Agent

REPORTS: Front Desk Manager, Assistant General Manager, and General Manager

JOB OVERVIEW: Candidate will possess the following: positive and outgoing, flexible, team player, coachable, dependable, strong computer skills, customer service and sales oriented.

Greet and register guests, provide prompt and courteous service and closeout guest accounts upon completion of stay to meet our brand's high standards of quality. The Guest Service Agent is also responsible for maximizing room revenues in line with the Hotel's standards, providing efficient and courteous front desk service.

ESSENTIAL JOB FUNCTIONS: Greet customers with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

Complete the registration process by inputting and retrieving information from our PMS system, confirming pertinent information including the number of guests and room rate. Promote brand marketing programs. Make appropriate selection of rooms based on guest needs. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys for the guest.

Verify and imprint credit card for authorization using electronic acceptance methods. Handle cash, make change, and balance cash drawer for your assigned shift. To accept and record vouchers, traveler's checks, and other forms of payment. Post charges to guest rooms and house accounts using the PMS system.

Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve mail, small packages, and faxes for guest.

Close guest accounts at the time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowances.

Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.

Comply with attendance rules and be available to work on a regular basis.

Perform any other job-related duties as assigned.

Job Type: Part-time

Pay: $15.00 - $16.00 per hour

Schedule:

4 hour shift

8 hour shift

Day shift

Evening shift

Holidays

Morning shift

Night shift

Work Location: In person