Hotel Front Desk Representative

4 weeks ago

Scottsdale, Arizona, United States Lodging Dynamics Full time

Job Summary:

The Front Desk Agent is responsible for ensuring guest satisfaction and revenue optimization through check-in, check-out, and attentive coordination of hotel services. This role requires a professional and efficient individual who can work effectively in a fast-paced environment.

Key Responsibilities:

  • Registers guests into the hotel in a prompt and courteous manner, using up-selling techniques to maximize room rates.
  • Handles confidential information, including guest records, with a high degree of integrity.
  • Answers and routes calls as appropriate, taking guest messages with accuracy.
  • Assists with sales and marketing efforts as directed by the General Manager.
  • Offers and properly handles requests for wake-up calls.
  • Records pertinent guest information in the pass on log.
  • Replenishes continental breakfast as needed and keeps area clean.
  • Ensures common area/lobby is clean.
  • Performs laundry functions as directed.
  • Checks guests in and out of the hotel, processing customer payments according to established policies and procedures.
  • Answers phone in a prompt, efficient, and friendly manner.
  • Promotes hotel services, facilities, and outlets, becoming informed and knowledgeable of upcoming events/functions in the hotel and in the surrounding area.
  • Answers guests' questions about the property and amenities, referring and directing guests to area attractions and outlets.
  • Arranges for the appropriate transportation of guests to and from the hotel when necessary.
  • Uses creative reasoning to overcome guest objections and concerns, ensuring 100% satisfaction.
  • Resolves minor guest complaints to the satisfaction of the customer, informing supervisor of major problems, complaints, disturbances, or unhappy guests.
  • Responds quickly to guest requests or complaints in a friendly manner, taking appropriate action and following up to ensure guest satisfaction.
  • Completes daily paperwork, including cashing out, documenting all adjustments, miscellaneous postings, paid outs, charges, and check-outs.
  • Handles departmental accounting of monies, receipts, guest accounts, and other forms of credit, posting all charges, completing cashier's report, preparing deposit, and counting cashier bank.
  • Transmits and receives messages using equipment such as computer, telephone, email, fax, and switchboard.
  • Provides a professional image at all times through appearance and dress.
  • Follows company policies and procedures.

Requirements:

  • High school diploma; or 1-3 months related experience and/or training; or equivalent combination of education and experiences.
  • ONQ PMS experience preferred.

About Lodging Dynamics Hospitality Group:

Lodging Dynamics Hospitality Group is a nationally recognized, award-winning operator of premium-brand, select service, and extended-stay hotels. Based in Provo, Utah, the company provides award-winning operating services for hotels throughout the continental United States and Hawaii.

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