Hotel Receptionist

We are seeking a highly skilled Front Desk Agent to join our team at J street Management CA LLC. As a Front Desk Agent, you will be the first point of contact for our guests and play a crucial role in ensuring their stay is memorable.

About the Role:

The successful candidate will be responsible for registering guests, assigning rooms, and providing exceptional customer service. You will also be required to handle guest complaints, resolve issues efficiently, and maintain accurate records. Additionally, you will work closely with the housekeeping department to ensure room status reports are up-to-date and coordinate requests for maintenance and repair work.

Key Responsibilities:

• Ensure an environment where high standards of customer service and quality exist for our guests.
• Register guests and assign rooms, accommodating special requests whenever possible.
• Assist in pre-registration and blocking of rooms for reservations coming in.
• Thoroughly understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures.
• Empowered to resolve guest-related problems quickly, efficiently, and courteously.
• Understand room status and room status tracking.
• Know room locations, types of rooms available, and room rates.
• Use suggestive selling techniques to sell rooms and promote other services of the hotel.
• Communicate with housekeeping and maintenance to ensure the availability of rooms according to forecast.
• Receive information from the previous shift and pass on pertinent details to the oncoming shift.
• Wear the proper uniform and name badge at all times.
• Possess a working knowledge of the reservations department. Take same-day reservations and future reservations when necessary. Know cancellation procedures.
• Possess guest check-out procedures.
• Post and file all charges to guest, master, and city ledger accounts.
• Follow procedures for issuing and closing safe deposit boxes.
• Use proper telephone etiquette and answer the phone in three rings.
• Use proper mail, package, and message handling procedures.
• Report any unusual occurrences or requests to the Front Office Manager or the MOD on duty.
• Know all safety and emergency procedures. Be aware of accident prevention policies.
• Maintain the cleanliness and neatness of the front desk area.
• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
• Attend department meetings when scheduled.
• Know how to use front office equipment.
• Work closely with all departments within the hotel.
• Speak to every employee and guest you come into contact with.
• Perform or coordinate other tasks assigned by the Front Office Manager.
• Exemplify the Forbes Hamilton Standards of Excellence.

Necessary Skills and Attributes:

• Excellent verbal, comprehension, listening, and problem-solving skills.
• Interpersonal and time management skills.
• Guest relation skills.
• Adaptability.
• Computer skills and working knowledge of Microsoft Word, Excel, PowerPoint, and Outlook.

Requirements:

• High School Graduate or equivalent.
• Previous hotel-related experience desired.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to sit, stand, bend, walk, use hands to finger or feel objects, tools, or controls, lift boxes and luggage (up to 50 pounds), talk, and hear. Vision abilities required by this job include close vision to a computer screen.