Front Desk Agent and Night Audit

4 weeks ago

Phoenix, Arizona, United States Springhill Phoenix Full time
Front Desk Agent and Night Audit Job Summary

As a Front Desk Agent and Night Audit at Springhill Phoenix, you will be responsible for providing exceptional guest service, managing hotel operations, and ensuring a seamless stay for our guests. This role requires a positive and upbeat personality, excellent communication skills, and the ability to work well under pressure.

Responsibilities:
  • Register guests, make and modify reservations, and handle hotel operator and concierge duties.
  • Provide attentive, courteous, and efficient service to all guests, maximizing room revenue and occupancy.
  • Handle requests for information, mail, and messages in an efficient and courteous manner.
  • Answer guest inquiries about hotel services, facilities, and hours of operation.
  • Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel.
  • Be aware of all rates, packages, and special promotions, and be familiar with all in-house groups and closed-out dates.
  • Obtain all necessary information when taking room reservations and follow rate quoting scenarios.
  • Be familiar with all Aimbridge Hospitality policies and house rules, as well as hospitality terminology.
  • Have knowledge of and assist in emergency procedures as required.
  • Handle check-ins and check-outs in a friendly, efficient, and courteous manner.
  • Comprehend and operate all relevant aspects of the Front Desk computer system.
  • Ensure logging and delivery of packages, mail, and messages as needed to guests and meeting rooms.
  • Use proper two-way radio etiquette at all times when communicating with other associates.
  • As needed, deliver guest items such as luggage, newspapers, messages, packages, amenities, or other items requested by guests or team members.
  • Maintain an up-to-date working knowledge of all property amenities, as well as any special events, local area attractions, and things to do around the hotel.
  • Perform other duties as assigned, which may include helping coworkers in other areas of the hotel, maintaining a clean and organized work area, and overall cleanliness and safety throughout the hotel and grounds.
Requirements:
  • High School diploma or equivalent required; college coursework in a related field helpful.
  • Experience in a hotel or a related field preferred.
  • Positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
  • Ability to multi-task, be detail-oriented, and problem-solve in order to effectively deal with internal and external customers.
  • Must be able to convey information and ideas clearly.
  • Must be able to evaluate and select among alternative courses of action quickly and accurately.
  • Must work well in stressful, high-pressure situations.
  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
  • Must be effective at listening to, understanding, and clarifying the issues raised by coworkers and guests.
  • Must be able to work with and understand financial information and data and basic arithmetic functions.
  • Ability to perform numerical operations using basic counting, adding, subtracting, multiplying, and dividing.
  • Ability to read, comprehend, and write simple instructions and/or short correspondence and memos.
  • Ability to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information, and deal with abstract variables for unique or unfamiliar situations.
  • Operational knowledge of Microsoft Office suite.
  • Must be willing and able to work a varied schedule that may include evenings, nights, weekends, and holidays.
  • Holds an understanding of hotel products and guest services (i.e., lifestyle, full-service resort, etc.).
  • Ability to participate in the creation of an enjoyable work environment.

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