Front Desk Agent

2 weeks ago

Charlotte, United States Home2 Suites Full time

FRONT DESK CLERK

Front Desk Clerks serves as the primary liaison to guests and are responsible for welcoming and registering hotel guests, explaining accommodations and taking payments. Checks guests out and explains billing. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with brand standards and company policies. The following reflects the essential job duties but does not restrict tasks that may be assigned. Duties of this job may be changed at management's discretion.

Duties include:

  • Check in guests in an efficient and friendly manner. Assures that guest is assigned type of room requested and that the correct rate is charged and issues guest keys
  • Also follows brand standards for checking in elite members
  • Checks out guests at end of stay. Ascertains guest satisfaction, collects keys, posts any late charges and presents bill to guests. Accurately settles bill
  • Handles incoming guest phone reservations
  • Answers inquiries pertaining to hotel services; gives entertainment suggestions and travel directions
  • Handles all guest complaints or problems to exceed the guest expectations
  • Handles all guest service requests, makes changes as necessary
  • Serves as hotel phone operator and directs all calls to proper extensions and takes and delivers phone messages
  • Keeps records of room availability and guest's accounts. Operates front desk software
  • Maintains a balanced cash/billing drawer
  • Maintains and takes responsibility for all cash and credit card transactions during working hours
  • Completes any necessary accounts receivable and direct billing tasks
  • Follows brand standards when processing guests' stays based on brand point system
  • Welcome guests and respond to requests in a prompt and professional manner
  • Check the working condition of equipment and report to supervisor all unsafe or malfunctioning equipment
  • Uses suggested selling techniques to sell rooms and to promote other services of the hotel
  • Coordinates room status updates with housekeeping department
  • Knows how to use office equipment
  • Knows all safety and emergency procedures
  • Maintains awareness of all rates
  • Communicates with the previous and following shifts
  • Print arrival list from booking.com and Expedia and other third party sites and ensure all reservations are on Opera
  • Ensures compliance with energy conservation and job safety requirements
  • Proactively maintain assigned areas and equipment
  • Ensure efficient completion of daily assignments in a timely manner
  • Report all safety concerns to management
  • Attend and participate in all mandatory trainings and meetings
  • Flexible with schedule and assignments
  • Maintain effective performance under pressure
  • May perform similar duties as requested by supervisor
Requirements:
  • Excellent customer service skills
  • Ability to work independently and with others
  • Good communication skills
  • Ability to give and follow verbal and written instructions
  • Attention to detail
  • Ability to multi task
  • Displays good initiative

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