Front Desk Representative

2 weeks ago

Santa Cruz, California, United States Hotel Paradox Full time
Job Title: Front Desk Agent

About Us:

At Hotel Paradox, we value our employees and strive to create a supportive and inclusive work environment that fosters diversity, growth, and development. Our commitment to a People First culture is reflected in our approach to employee development, benefits, and relationships. We offer a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays.

Job Summary:

We are seeking a Front Desk Agent to join our team at Hotel Paradox. As a Front Desk Agent, you will be responsible for greeting and registering guests, providing prompt and courteous service, and closing out guest accounts upon completion of stay. You will also be responsible for verifying and imprinting credit cards for authorization, handling cash, making change, and balancing an assigned house bank.

Key Responsibilities:

  • Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice, and listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
  • Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate, and promote Hotel's marketing programs.
  • Verify and imprint credit cards for authorization using electronic acceptance methods, handle cash, make change, and balance an assigned house bank, accept and record vouchers, travelers checks, and other forms of payment, and convert foreign currency at current posted rates.
  • Promptly answer the telephone using positive and clear English communication, input messages into the computer, retrieve messages and communicate the content to the guest, retrieve mail, small packages, and facsimiles for customers as requested.
  • Close guest accounts at time of check out and ascertain satisfaction, in the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
  • Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results, listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.

Requirements:

  • Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
  • Ability to stand and move throughout front office and continuously perform essential job functions.
  • Ability to read, listen, and communicate effectively in English, both verbally and in writing.
  • Ability to access and accurately input information using a moderately complex computer system.
  • Hearing and visual ability to observe and detect signs of emergency situations.

Qualifications:

  • High school diploma preferred.
  • No prior experience required, prior hospitality experience preferred.
  • No special licenses required, individuals are required to meet the minimum bonding standards.
  • All employees must maintain a neat, clean, and well-groomed appearance.

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