Front Desk Representative

5 days ago

Oxford, Mississippi, United States The Oliver Hotel, Oxford Full time
Front Desk Agent

We are seeking a highly organized and courteous Front Desk Agent to provide a welcoming and professional service to our guests at The Oliver Hotel in Oxford, MS.

Responsibilities
  • Ensure high-quality and efficient guest registration, obtain the proper method of payment, conduct credit-limit checks, follow billing instructions, and conduct follow-up courtesy calls.
  • Courteously and accurately answer inquiries to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.
  • Demonstrate a commitment to providing a warm, anticipatory service to exceed the needs and expectations of all guests.
  • Deliver outstanding guest services for all incoming calls and general inquiries.
  • Maintain all back-office related equipment and a par stock of supplies.
  • Provide service recovery options to ensure guest satisfaction.
  • Process guest requests for wake-up calls.
  • Screen calls and other requests relating to placing and receiving telephone calls.
  • Advise guest of any messages received via voicemail, mail, or faxes and send to room if required.
  • Answer, record, and process all guest calls, requests, questions, or concerns.
  • Log all requests or issues.
  • Establish and maintain open, collaborative relationships with associates and fellow departments.
  • Maintain an attentive, friendly, helpful, and courteous demeanor to all guests, managers, and other associates.
  • Participate in pre-shift meetings, maintain, and review shift reports, review arrivals, departures, daily events, groups in-house, service recovery guests, and conduct proper follow-up.
  • Review all profile details of incoming arrivals and departing guests, address all requests and service recoveries; communicate to other departments special requests.
  • Maintain all front desk-related equipment and a par stock of supplies.
  • Ensure work area and lobby cleanliness is maintained at all times.
  • Maintain a presence in the lobby and serve as lobby ambassador when not stationed at the front desk.
  • Perform additional duties and projects as assigned.
Qualifications
  • Ability to speak, read, write, and understand English.
  • Professional demeanor and presentation appropriate for a luxury environment.
  • Excellent interpersonal, written/verbal communication, and training skills are essential.
  • Positive attitude, team focus, enthusiasm, excellent customer service skills.
  • Ability to work a flexible schedule, including evenings, weekends, and holidays, according to department needs and business volumes.
  • Highly motivated, organized, goal and results-oriented individual who thrives under pressure.
  • Ability to stand, sit, or walk for an extended period of time.

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