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Front Desk Agent

3 months ago

Santa Barbara, United States Kirkwood Collection Full time
Job DescriptionJob Description

Job Summary

Accommodate hotel guests by registering and assigning rooms, issuing room keys or cards, transmitting, and receiving messages, keeping records of occupied rooms and guests' accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests. Answer guests inquires and problem solve as required. The ideal candidate will be able to participate and maintain a collaborative team environment to ensure guest satisfaction.

Primary Job Duties

  • Responsible for taking reservations and attending to the needs of guests 
  • Strives to ensure guests are 100% satisfied 
  • Answers reservation calls and responds to email requests 
  • Coordinate guest reservation information according to in house computer system and policies 
  • Process payments, guest charges, and reconcile accounts
  • Make necessary corrections to guest accounts 
  • Provide information to guests and potential guests about Inn policies, services, and amenities 
  • Respond to requests from guests for assistance and information about the local area i.e. directions, places to eat, sightseeing etc.
  • Inform housekeeping on room status/availability 
  • Resolve guest concerns in a timely manner
  • Ensure management is kept current on property issues, guest concerns, etc. 
  • Completes daily reservation and lobby duties as designated on sign-off lists
  • Opening or closing duties as assigned to ensure that property is properly opened and securely closed according to procedures 
  • Detailed knowledge of hotel i.e. features of Inn, features of each guest room, guest services, basic history of Inn 
  • Always professional, polite, and courteous when around or approached by guests or other Inn staff
  • Maintains a clean working environment at all times 
  • Resolves or refers guest complaints to management 
  • Adheres to company policies and procedures as outlined in the Employee Handbook, training manuals, training sessions, property signage and state and federal laws and regulations 
  • Adheres to company’s attire and grooming requirements at all times 
  • Accurate time keeping of time worked, i.e. punching in and out for scheduled work shifts and meetings 
  • Reports time keeping errors in a timely manner to appropriate manager or staff
  • Attends company meetings and training sessions as required 
  • Maintains positive working attitude when performing duties 

Education and Experience

  • High School Diploma - or the equivalent (GED)
  • Some College Courses
  • At least two years of customer service experience 
  • One year of front desk experience in the hospitality industry
  • Excellent verbal communication skills 
  • Availability to work shifts, including evenings, weekends and holidays 
  • Ability to solve guest challenges in a friendly and timely fashion
  • Friendly and welcoming demeanor