Front Desk Agent
1 week ago
The Front Desk Agent is responsible for attending to the needs of guests and ensuring the highest possible level of guest satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Guest Service
- Maintains guest service as the driving philosophy of the operation
- Personally demonstrates a commitment to guest service in responding promptly to guests' needs
- Committed to making every guest is satisfied
- Meets or exceeds guest satisfaction measures
- Ensures hotel standards and services contribute to the delivery of consistent guest service
- Implements and demonstrates the Gulph Creek Hotels pillars on a daily basis.
- Greet all guests with a smile and positive demeanor (internal and external)
- Process guest reservations, registration (check-ins), and departures (check-outs)
- Proactively anticipate guest needs and offer assistance at every opportunity
- Utilize the HEARS model to solve guest concerns and issues
- Respond to all guest requests efficiently
- Ensure guest satisfaction by following through on requests and other needs
- Provide information to guests about hotel policies, services, and amenities
- Provide information, directions, and other assistance as necessary about the local area
- Maintain accurate guest information in the hotel property management system including, but not limited to: basic guest information, billing/payment, guest charges, etc.
- Handles collection efforts to include but not limited to advance deposits, cancellation, and no-show charges
- Responsible for counting and maintaining front desk bank to ensure drawer is at required amount before and after daily shift
- Maintain daily logs and checklists
- Effectively communicate all pertinent information to other employees within the department
- Effectively communicate all pertinent information to other departments (Housekeeping, Security, Maintenance, etc.) regarding room status/availability, guest requests, etc.
- Assist in all areas of the operation including PBX, bellman or concierge services, reservations and other areas as requested by management
- Maintain regular attendance in compliance with company policy
- Maintain high standards of personal appearance and grooming in accordance with company policy
- Approach all encounters with guests and employees in a friendly, service-oriented manner
- Clean, organize, and maintain work area regularly
- Other duties as required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
- High School diploma or equivalent
- Customer service experience preferred
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