Front Desk Agent

4 weeks ago

Madison, United States Wisco Hotel Group - (Comfort Suites) and (Baymont Inn & Suites) Full time

**Purpose of Position**:
To exceed guest expectations at all times by projecting a positive image of the hotel through appearance, conduct and service.

**Position Summary**:
The number one priority of this department is guest satisfaction. You are the key to exceeding guests' expectations through the reservation and sales process, check in and check out process, using proper telephone etiquette and basic telephone skills, addressing and handling guest comments and concerns, offering proper service and amenities of the hotel along with knowledge of area businesses and attractions, accurately balances daily cash and credit card transactions and has full knowledge of the hotel's safety and emergency procedures. Must perform job with professionalism in a positive and friendly manner.

**Essential Tasks/Functions**:

- Greet every guest that is met.
- Assist guests with any special needs and always make guests the 1st priority.
- Register guests and assign rooms. Accommodate special requests whenever possible.
- Assist in pre-registration and blocking of rooms for reservations.
- Thoroughly understand and adhere to proper credit, check cashing and cash handling policies and procedures.
- Understand room status and room status tracking.
- Know room locations, types of room available and room rates.
- Use Signature Selling Techniques (job requirement) to sell rooms and to promote other services of the hotel.
- Coordinate room status updates with the housekeeping department to ensure status accuracy.
- Take same day reservations and future reservations when necessary. Know and understand cancellation policies and guarantee policies.
- File paperwork daily.
- Process daily check ins and check outs.
- Post and file all charges to guest, master and city ledger accounts.
- Follow procedures for issuing and closing safe deposit boxes used by guests.
- Provide guests with information on property and area attractions (restaurants, nightspots, recreation, churches, shopping, medical facilities, etc.)
- Understand and offer frequent stay programs for both Hotel brand program and Wisco Hotel Group program.
- Understand and track the Wisco Hotel Group Corporate Appreciation Program (CAP).
- Use proper telephone etiquette.
- Use proper mail, package and message handling procedures.
- Read and initial the shift log daily. Is aware of daily activities and meetings taking place in the hotel.
- Handle and resolve guest complaints in a timely manner.
- Demonstrate good communication skills.
- Write legible. Perform basic math skills. Send and receive faxes. Ability to make copies and transparencies.
- Promptly report to Manager, all incidents or occurrences of an unusual nature that could result in potential loss, damage, injury or other liability to individuals or company property.
- Attend all department meetings.
- Know all emergency and safety procedures. Is aware of accident prevention policies.
- Maintain cleanliness and neatness of the front desk area, lobby and back office.
- Supervise bell person during the shift.
- Follow up on guest requests and daily callbacks to ensure guest satisfaction.
- Report all damaged or dangerous furniture, fixture and carpet on maintenance request form.
- Carry out all company policies and procedures for safety and security.
- Report any and all injuries.
- Report all lost and found to supervisor or front desk staff.

**Job Requirements**:

- Read, write, speak and understand English.
- Neat and well-groomed appearance.
- Requires finger dexterity, grasping, sitting, standing, walking, writing, bending, repetitive motion, hearing, visual acuity and able to carry up to 25 pounds on a regular and continual basis.
- Pleasant personality and people skills.
- Flexibility in scheduling, including weekends.
- Maintain a high level of quality, service and cleanliness.
- Good communication skills and organizational skills.
- Education: High School Diploma or equivalent.
- Understand that business demands sometimes makes it necessary to move employees from their accustomed shift to another shift.

**Other**:
Regular attendance in conformance with the standards, which may by established by Wisco Hotel Group hotels from time to time, is essential to the successful operation of the hotel.

**Job Types**: Full-time, Part-time

Pay: From $15.00 per hour

**Benefits**:

- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance

Schedule:

- Every weekend
- Night shift

Work setting:

- In-person

Ability to Relocate:

- Madison, WI: Relocate before starting work (required)

Work Location: In person

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