Front Desk Agent

1 month ago


Louisville, United States Homewood Suites Louisville East Full time
Job DescriptionJob Description

The Homewood Suites Louisville East team is seeking an energetic, friendly and customer focused star to join our front desk team If you love providing memorable experiences and great customer service, we would love to meet with you.

The Front Desk Agent is the start of our guests' satisfying experience once they arrive. This is a full-time position from 2pm -10pm. Flexible schedule.


BASIC PURPOSE: Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous, and professional manner to achieve maximum customer satisfaction.


ESSENTIAL FUNCTIONS:


  • Handle guest registration and room assignments, accommodating special requests whenever possible.

  • Pre-register, block reservations and take same day reservations and when necessary, future reservations following hotel rate structures, discounts, and sell strategies.

  • Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner.

  • Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc.

  • Cancel room reservations according to procedures.

  • Walk customers in a professional and courteous manner according to procedures.

NON-ESSENTIAL FUNCTIONS:


  • Inventory guest room keys according to policy and request re-keying, as necessary.

  • Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist.

  • Verify registration cards against computer to ensure accuracy of name, type of payment, rate, market segment.

Education: High School education or equivalent experience.


Experience:

Minimum of one year customer service-related position with this Company or similar organizations.


Skills and Abilities:

Requires knowledge of and ability to operate computer equipment and the reservations system.

Ability to read and speak English. Second language is preferred.

Experience with PEP (Property engagement platform) / Hilton Hotels is a plus.



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