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Front Desk Agent

3 months ago

Montgomery, United States PCH, Inc. Full time

As a member of our hospitality team, the primary responsibility of a Front Desk Agent is to provide smooth guest arrival and departure procedures while maintaining high hospitality standards. This role is responsible for verifying the accuracy of room blocks, pre-registration, and pre-assignment of rooms, and properly assigning rooms based on room location, rate, guaranteed room types, IHG Reward Members, or group status. This role also plays a vital role in handling guest concerns in a professional and timely manner, to find appropriate solutions and ensure guest satisfaction. The ability to empathize with guests and take swift action will contribute to creating a positive and memorable experience.

  • Warmly greets guests in a professional and hospitable manner, creating a welcoming atmosphere upon arrival.
  • Skillfully assign rooms based on room location, rate, room selling strategies, guaranteed room types, IHG Reward Members, or group status, ensuring optimal guest experience.
  • Issue room keys and provide instructions to their room for smooth guest arrivals.
  • Knowledgeably respond to guest inquiries about hotel services, registration, local amenities, entertainment options, and travel directions, providing helpful recommendations.
  • Maintain up-to-date knowledge of groups or events in-house and current local events, ensuring guests are well-informed about relevant activities.
  • Understand qualified discounts, their availability, and the proper application of vouchers for eligible guests.
  • Handle future and same-day reservations efficiently, accommodating walk-in guests with professionalism and attention to detail.
  • Conduct guest check-ins and check-outs in a knowledgeable, efficient, friendly, and professional manner, ensuring a smooth process for guests.
  • Accurately post, correct, or adjust charges to guest accounts as necessary, maintaining precise records.
  • Be well-versed in hotel credit, cash-in-advance, and check-cashing procedures, adhering to established policies.
  • Maintain and complete Front Desk reports thoroughly, ensuring accurate and timely documentation.
  • Handle cash transactions with accuracy and integrity, following cash handling procedures meticulously.


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)