We are seeking Front Desk Agents who will assist in the proper execution of Guest
Satisfaction and service standards.
Ensuring that hotel guests receive hospitable and responsive service at check-in, during the stay, and upon departure, ensuring guest satisfaction and loyalty.
Front Desk Agent
· Accurate and hospitable handling of guest reservation, check-in, check-out, payment, including credit card and cash handling procedures
· Proficient administration of the hotel's electronic reservation system
· Prompt, friendly response to guest requests or concerns with follow-up to ensure satisfaction
· Compliance with hotel safety programs and procedures, including emergency and security systems
· Ensures that all required documentation (daily reports, checklists, etc.
) are completed in a timely manner
· Transmit and receive messages, using telephones or telephone switchboards.
· Contact housekeeping or maintenance staff when guests report problems.
· Make and confirm reservations.
· Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.
· Record guest comments or complaints, referring customers to managers as necessary.
· Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
· Assures that front desk is covered and maintained at all times.
· Reviews arrivals and departures for guest preferences to ensure customer satisfaction.
· Checks guests in and out of hotel and other assistance if needed.
· Provides information and acts as a resource of services to guests or hotel visitors by making restaurant reservations/suggestions, arranging car services, giving directions, etc.
· Responds and acts on guests’ complaints, service or security problems.
· Reviews logbook for any actions or messages passed on by previous shift.
· Performs switchboard responsibilities ensuring that all calls are answered, and all wake up calls are delivered in a timely fashion according to IHG standards.
· Ensures proper backup is attached to the corresponding folios.
· Ensures that all guest charges are posted accurately to the guest folios.
· Runs and verifies pre-audit steps to ensure final update accuracy.
· Reviews the room rate variance report and checks for obvious or questionable rates.
· Balances all credit card and direct bill payments before transferring to city ledger.
· Ensures all interfaces are operational.
· Generates direct billing statements.
· Prints out statements of all bills transferred to city ledger.
· Packages all night audit backup material for review by the hotel accountant.
· Passes on any information gathered during the audit that may be of significance to the hotel accountant via e-mail.
· Handles guest complaints and resolves all guest issues resulting in win-win outcomes.
· Prints and labels registration cards for next day's arrivals.
· Monitors present day availability and house count and take appropriate action as needed.
· Prints reports for start of the business day, for the General Manager, Front Desk and Housekeeping.
· Maintains and accounts for assigned cash bank and front office cash record.
· Understands the Pestana product and brand identity and upholds all service procedures and communication standards as outlined by brand Standard Operating Procedures.
· Trains on and executes all applicable Pestana Standard Operating Procedures.
· Performs miscellaneous duties as required.
*Experience and Qualifications:*
· Previous Hotel Front Desk experience.
· High School diploma.
*REQUIREMENTS*
· Previous Front Desk Experience preferred.
Experience with OPERA preferred
Job Type: Full-time
Job Type: Full-time
Pay: $15.
50 - $16.
00 per hour
Benefits:
* Employee discount
Schedule:
* 8 hour shift
* Overnight shift
Work setting:
* In-person
Experience:
* Hotel experience: 1 year (Preferred)
Work Location: In person
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