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Reception Operations Agent

2 months ago

Stone Mountain, Georgia, United States Crescent Services Full time
JOB SUMMARY: As a key member of our team, you will be responsible for welcoming and registering guests, ensuring a high level of service, and managing guest accounts to uphold Crescent Services' esteemed standards.

PRIMARY RESPONSIBILITIES:

  1. Provide a warm and genuine greeting to guests upon arrival, utilizing a friendly and articulate communication style. Listen attentively to requests and respond with appropriate actions while delivering accurate information regarding hotel amenities and local attractions.
  2. Facilitate the check-in process by entering and retrieving guest information in our computer system, confirming essential details such as guest count and room rates. Promote Crescent Services' marketing initiatives and make informed room assignments based on guest preferences. Issue electronic keys and confirm room details discreetly.
  3. Authenticate and process credit card transactions using electronic methods, manage cash transactions, and maintain an accurate house bank. Record various forms of payment and post charges to guest accounts efficiently.
  4. Answer incoming calls promptly, maintaining positive communication. Document messages accurately and relay them to guests as needed. Collect and distribute mail and packages for guests upon request.
  5. Finalize guest accounts during check-out, ensuring satisfaction with their stay. Address any concerns by negotiating solutions, which may include issuing revenue adjustments.
  6. Handle guest complaints with diligence, conducting thorough investigations to identify effective resolutions. Provide assistance to resolve issues such as pricing discrepancies or climate control concerns, while remaining composed during busy periods.
  7. Adhere to attendance policies and maintain availability for scheduled shifts.
  8. Perform additional job-related tasks as assigned.
ADDITIONAL REQUIREMENTS:

Possession of a valid driver's license with a clean driving record is essential. Flexibility in scheduling is required, with availability from early morning to late night, including overnight shifts.

SKILLS AND QUALIFICATIONS:

The ideal candidate will possess strong English communication skills, a self-motivated attitude, and a professional demeanor. Ability to work collaboratively with team members and assist colleagues as needed is crucial. Proficiency in basic mathematical calculations and familiarity with computer systems for data entry is necessary. Candidates should demonstrate patience, tact, and diplomacy when interacting with guests, especially in challenging situations.

WORK STANDARDS:

To ensure a positive experience for both guests and associates, it is vital to meet and strive to exceed established standards in work habits, appearance, punctuality, and attendance. Adaptability to changes in procedures and a willingness to learn new skills are essential.

SAFETY AND SECURITY:

The safety and security of our guests and staff are paramount. All associates must adhere to hotel security protocols, particularly regarding key management and reporting safety concerns.

NOTE:

This description outlines the primary responsibilities and requirements of the position and is subject to change at the discretion of Crescent Services. It does not constitute an employment contract, and all associates remain at-will employees.