Hotel Front Desk Agent

3 weeks ago

Lancaster, United States Eden Resort & Suites Full time
Description

The Front Desk Associates are responsible for always delivering excellent customer service to our guests. The primary focus of this position is to create a pleasant and engaging experience for our resort guests through excellent interactions, inbound and outbound call efforts, concierge services and administrative responsibilities, and other duties as assigned by Management. You will serve as the face of the resort as you interact with current and prospective guests, assisting them with whatever they may need.

Responsibilities

•Greet every guest with a smile and provide excellent customer service.
•Maintain a strong presence at the front desk being visible and accessible to our guests.
•Check guests in out of their reservations.
•Assist guests with concierge type requests, including restaurant recommendations, directions to local attractions, etc.
•Answer phone calls and direct the calls to the appropriate extension or answer the questions.
•Create guest reservations over the phone, ensuring that they have the perfect room for their needs selected.
•Collect payment for guest and group accounts, following proper protocol and adhering to PCI regulations.
•Review reports and other documentation to ensure all work is completed properly.
•Monitor credit limits/floor limits and collect additional payment from guests as needed.
•Monitor and respond to guest requests/messages through various online/digital platforms.
•Resolve guest issues in a timely manner, offer a solution to the issues, providing compensation if required, inform the Manager on Duty (MOD), and make the required notes/records.
•Ensure guest reservations are properly set-up, rooms are assigned, special requests are fulfilled, and payment instructions are followed.
•Prepare and distribute communications to guests, fellow associates, management, and other departments.
•Maintain a clean and organization workspace and follow all cleaning/sanitization guidelines.
•Maintain a clean and welcome lobby, Front Desk area, and Marketplace.
•Communicate guest requests and property needs to the appropriate team members.
•Assist with various duties assigned by the MOD, Front Office Manager, or other property leadership.

Qualifications

ESSENTIAL SKILLS:

•Excellent communication skills, both written and verbal.
•Ability to work as part of a team and be a self-starter.
•Ability to multitask and remain collected under pressure.
•Desire to provide excellent service to each guest regardless of the situation.

EDUCATION AND EXPERIENCE REQUIRED:

•At least one (1) year experience in a customer service role, such as retail, food beverage, or hospitality.Knowledge of Microsoft Office Suite and hotel property management systems, namely Opera, is preferred.
•Holding the Certified Hospitality Supervisor (CHS) designation form the American Hotel and Lodging Association is preferred.

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