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Front Desk Agent

2 months ago

Louisville, United States Courtyard Louisville Airport Full time

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

Duties include but are not limited to:

  • Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Greets and completes established check-in procedures for arriving guests daily, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Maintains a friendly, cheerful and courteous demeanor at all times.
  • Anticipate guests needs, respond promptly, and acknowledge all guests.
  • Obtain assigned bank and ensure accuracy of contracted monies.
  • Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
  • Handle overbooked or walked in guests.
  • Accept and record wake-up call requests.
  • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
  • Resolve discrepancies on the room status report with Housekeeping.
  • Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

Education & Experience:

  • High School Graduate or General Education Degree (GED).
  • One-year previous experience in a similar position in a hotel preferred.
  • Basic computer skills required.
  • Must be able to work weekends.

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