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Hotel Front Desk Agent

2 months ago

Half Moon Bay, United States Stay Cal Hospitality Full time
Job DescriptionJob Description

Position Title: Front Desk Agent

Reports to: Front Office Manager / Assistant GM/ or General Manager

Position Summary

Responsibilities include providing an excellent customer service experience to our guests.

  • Seeking individuals who are friendly, professional, warm, energetic, and have an enthusiastic and outgoing personality.

  • Must work in a fast-paced environment while consistently maintaining a positive attitude.

  • Ability to communicate clearly and fluently in English (speak, read, and write) with guests, management, co-workers, and vendors.

  • Strong verbal and written communication skills.

  • Must be able to stand up for up to 8 hours per day.

  • Must be available for a flexible work schedule, including mornings, nights, weekends, and holidays.

  • Punctuality and regular, reliable attendance is a must.

  • Ability to multitask with check-ins, check-outs, telephones, guest requests, processreservations, payments, and other clerical and cash-handling responsibilities.

  • Responsible for providing exceptional customer service to every guest every day.

  • Strong problem-solving skills, use of common sense, and ability to work under pressure.  Must be able to handle guest complaints with minimum supervision.

  • Ability to perform assigned tasks with attention to detail, speed, accuracy, follow-through, and courtesy with minimum supervision.

  • Previous cash and charge handling experience.

  • Demonstrates excellent customer service skills and maintains a professional appearance.

  • Interpersonal skills and the ability to work well with co-workers and the public.

  • The ability to maintain a state Driver’s License and Insurance

  • The ability to stand for 8 hours per shift

  • Lead multi-property sales activities 

  • Guest Service - Project a professional image (dress, appearance, etc.) 

  • Having a friendly, personable style with guests  

  • Anticipate customer needs before they ask

  • Maintain good relations with guest" feeders" such as travel agencies, airlines, etc. 

  • Maintains professionalism in written correspondence and telephone etiquette 

  • Ability to develop and implement effective advertising and promotions programs utilizing monthly action plans, 

  • Understand and help determine pricing and rate improvement strategies, etc.

  • To achieve revenue and room night goals as set by management. 

  • To book group business into the hotel to maximize occupancy and revenue 

  • Solicit corporate and group business by making a fixed number of outside sales calls and qualified calls every month as directed by management.

  • Entertain existing and potential clients every month to facilitate sales.

  • Maintain existing client base and territory delegated by the management

  • Develop new business through telemarketing and cold calling

  • Respond to inquiries from potential client.                                                                           Job Requirements:

  • The ability to maintain a state Driver’s License and Insurance

  • The ability to stand for 8 hours per shift

  • Lead multi-property sales activities 

  • Guest Service - Project a professional image (dress, appearance, etc.) 

  • Having a friendly, personable style with guests  

  • Anticipate customer needs before they ask

  • Maintain good relations with guest" feeders" such as travel agencies, airlines, etc. 

  • Maintains professionalism in written correspondence and telephone etiquette 

  • Ability to develop and implement effective advertising and promotions programs utilizing monthly action plans, 

  • Understand and help determine pricing and rate improvement strategies, etc.

  • To achieve revenue and room night goals as set by management. 

  • To book group business into the hotel to maximize occupancy and revenue 

  • Solicit corporate and group business by making a fixed number of outside sales calls and qualified calls every month as directed by management.

  • Entertain existing and potential clients every month to facilitate sales.

  • Maintain existing client base and territory delegated by the management

  • Develop new business through telemarketing and cold calling

  • Respond to inquiries from potential clients

Prerequisites

Education: A High School Degree or equivalent “on the job” experience.  Must speak, read, write, and understand the primary language(English) used in the workplace, used by guests who visit the hotel.

Experience: Minimum of two years of customer front office experience  of a similar service hotel and supervisor experience. Strong team leadership and communication skills.

Physical: It requires fingering, grasping, writing, standing, sitting, walking, repetitive motions, hearing, and visual acuity, and it may occasionally have to lift and carry up to 40 pounds.