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Front Desk Representative

2 months ago

Mooresville, North Carolina, United States Maya Hotels Full time
Job Summary

We are seeking a highly skilled and customer-focused Front Desk Agent to join our team at Maya Hotels. As the face of our hotel, you will be responsible for providing exceptional guest service and ensuring a positive experience for our guests.

Key Responsibilities
  • Guest Services:
    • Provide a warm welcome to guests upon arrival, ensuring a positive first impression.
    • Check guests in and out of the hotel efficiently, following established procedures.
    • Assist guests with inquiries, requests, and provide information about hotel facilities, amenities, and local attractions.
    • Handle guest complaints and resolve issues promptly, ensuring guest satisfaction.
  • Reservations and Bookings:
    • Manage hotel reservations, ensuring accuracy and efficiency in the booking process.
    • Process online and phone reservations, verify guest information and assign rooms based on guest preferences.
    • Maintain knowledge of room availability, rates, and special promotions to provide accurate information to guests.
    • Collaborate with other hotel departments to ensure smooth check-in and check-out processes.
  • Administrative Tasks:
    • Maintain a neat and organized front desk area, ensuring it is stocked with necessary supplies.
    • Handle cash and credit card transactions, maintain accurate records, and balance the cash drawer at the end of each shift.
    • Complete daily reports, including occupancy, revenue, and guest requests, and communicate relevant information to the hotel management team.
    • Answer phone calls promptly and professionally, redirecting calls or taking messages as necessary.
  • Safety and Security:
    • Follow hotel security protocols, including verifying guest identification, ensuring guest privacy, and maintaining the confidentiality of guest information.
    • Monitor the lobby area, maintaining a safe and secure environment for guests and employees.
    • Respond to emergency situations, such as medical emergencies or fire alarms, by following established procedures and contacting the appropriate personnel.
  • Team Collaboration:
    • Collaborate with other hotel departments, such as housekeeping and maintenance, to ensure guest requests are fulfilled in a timely manner.
    • Communicate effectively with colleagues to share information and resolve any issues or concerns that may arise.
    • Participate in training programs and meetings to enhance job knowledge and skills.
Requirements
  • High school diploma or equivalent; additional education in hospitality or related field is a plus.
  • Previous experience in a customer service role, preferably in a hotel or hospitality environment.
  • Excellent interpersonal and communication skills, with the ability to engage with guests in a friendly and professional manner.
  • Strong problem-solving and conflict-resolution abilities.
  • Attention to detail and the ability to multitask effectively in a fast-paced environment.
  • Proficiency in computer systems and hotel software for reservations and guest management.
  • Familiarity with cash handling procedures and basic accounting principles.
  • Flexibility to work shifts, including evenings, weekends, and holidays.