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Front Desk Representative

2 months ago

Salt Lake, Utah, United States Huntington Hotel Full time
Job Title: Front Desk Agent

Job Summary:

We are seeking a highly skilled and customer-focused Front Desk Agent to join our team at Huntington Hotels. As a Front Desk Agent, you will be the first point of contact for our guests and will be responsible for providing exceptional service and ensuring a seamless stay.

Key Responsibilities:

  • Greet and welcome guests, providing a warm and friendly atmosphere
  • Assign rooms and keys, ensuring accuracy and efficiency
  • Manage daily arrivals and departures, including groups
  • Prepare guest folios and collect payment for visits
  • Follow banking-out and shift closing procedures
  • Maintain safe and clean work areas
  • Provide accurate and descriptive hotel information to guests and callers
  • Offer suggestions for places to visit, eat, and shop, as well as directions and maps
  • Handle mail, messages, guestroom messages, and faxes per prescribed procedure
  • Arrange transportation
  • Carry out specified duties in the event of emergencies
  • Answer phones promptly in a polite and professional manner
  • Route incoming calls to the appropriate department, guestroom, meeting room, or other facility
  • Handle wake-up calls and ensure timely delivery by following standard procedure
  • Assist guests with the function of all guestroom features
  • Log and track all guest complaints
  • Promptly communicate all requests to appropriate departments
  • Assist in solving billing discrepancies
  • Handle monetary transactions per prescribed procedure
  • Utilize property management system and all other required technology to carry out daily responsibilities
  • Advise guests and callers of current rates and promotions
  • Show guestrooms and meeting space to prospective guests as needed

Requirements:

  • High School diploma or G.E.D. certificate
  • Customer service background
  • Hotel Front Desk experience preferred
  • Language skills: ability to read and interpret documents, keep logs, and speak effectively to customers and associates

Working Conditions:

The hotel functions seven days a week, 24 hours a day. The successful candidate must have the flexibility to work a shift other than the one they are assigned, dependent on business demand. Business demand and weather determine the amount of hours worked, with some weeks scheduled at less than 40 hours and others at more than 40 hours.

Aggressive Hospitality Skills:

  • Smile and greet every guest
  • Speak to the guest in a warm, friendly, and courteous manner
  • Display genuine and enthusiastic interest in the guest, pay complete attention
  • Anticipate guest needs and be flexible in responding to them
  • Be knowledgeable about your job
  • Learn to take ownership of guest problems and resolve them
  • Report to work station at your scheduled time, being prepared to commence all assigned duties
  • Perform all job requests assigned by management in which the associate is capable
  • Maintain a well-groomed, professional appearance and attitude at all times
  • Acknowledge guests immediately with a smile and greeting
  • Use the guest's name at least once in an interaction and practice the principles of Aggressive Hospitality
  • Anticipate guest needs and offer assistance
  • Always use the guest's name
  • Listen intently to each guest, focusing directly on them during each interaction