Front Desk Agent
11 hours ago
Join The Townsend Hotel team as a Front Desk Agent and be part of a dynamic and customer-focused environment. 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 smooth and enjoyable stay for our guests.
Responsibilities:- Guest Services: Provide exceptional guest service, respond promptly and efficiently to inquiries, directions, requests, and complaints. Accurately process guest mail and messages.
- Reservations: Take all reservation calls, handle group reservations and group billing, offer upgrades and upsells when applicable, and complete knowledge of room types, rooms, amenities, and rates.
- Concierge: Ability to retain an astounding knowledge of local businesses, clubs, and contacts, make restaurant reservations, recommend local social attractions, set up travel reservations or transportation, arrange for visits to spas or salons, or even procure tickets to special events.
- Host/Hostess: Take and modify restaurant reservations for Breakfast, Lunch, and Dinner, assist at the Host Stand during scheduled shifts, seat guests, manage reservations and table assignments, handle all Rugby Grille phones calls, and knowledge of Open Table booking system.
- Valet: Perform House Car Duties, which include driving guests in the House Escalade within Downtown Birmingham or manager-approved locations, and assist with valet cars when the bellman or valet are not available.
- Requires knowledge of standard hotel business policies, procedures, and services.
- Communicate effectively in a positive manner with guests and co-workers.
- Must be tech-savvy; computer software, including but not limited to: Microsoft Excel, Microsoft Word, and Hotel property systems including Opera PMS, Micros, Alice Hospitality, Open Table, and HotSOS.
- Requires a high level of patience, tact, and diplomacy to defuse anger and collect accurate information.
- Familiar with Metro Detroit area, local attractions, sporting teams, concert venues, dining, and shopping options.
- Professionally represent the hotel.
- Task-focused and detailed-oriented.
- Manage multiple priorities in a fast-paced luxury hotel environment.
- Must have a valid Driver's License.
- High school graduate or equivalent required.
- Associate's or Bachelor's degree in Hospitality Management or Business preferred.
- Previous work experience should include a minimum of (1) year front desk experience in the hospitality industry or equivalent.
- Fluent foreign language skills preferred.
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