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Guest Services Coordinator

2 months ago

Menomonee Falls, Wisconsin, United States Hostmark Hospitality Full time

Front Desk Agent

Hostmark Hospitality

Job Overview

The Front Desk Agent plays a crucial role in ensuring a positive experience for guests at our establishment. This position involves a variety of responsibilities aimed at maintaining smooth operations and exceptional service.

Key Responsibilities:

  • Accurately counts and verifies cash in the drawer.
  • Generates and reviews reports such as the House Count Report and Room Service Status Report to ensure all requests are managed efficiently.
  • Processes reservations received via phone or online platforms.
  • Welcomes and registers guests, assigning rooms as necessary.
  • Handles all check-out procedures seamlessly.
  • Balances departmental accounts at the end of each shift and adheres to established posting procedures.
  • Ensures all checks are properly endorsed and secured.
  • Maintains an organized and tidy Front Desk area.
  • Secures keys and cash at all times.
  • Monitors guest accounts for any unusual charges or actions, reporting to management as needed.
  • Conducts a thorough shift audit and prepares for closing.
  • Maintains awareness of reservation statuses by reviewing detailed arrival reports.
  • Completes departure reports and coordinates with the Housekeeping department regarding late check-outs.
  • Confirms room statuses as indicated on the Housekeeping report and addresses any discrepancies.
  • Provides guests with essential information about hotel amenities and addresses any complaints effectively.
  • Generates daily system reports, including arrivals, departures, and occupancy rates, distributing them according to protocols.
  • Implements shift closing procedures and reviews all activities conducted during the shift.
  • Collaborates with audit and housekeeping teams to ensure seamless operations.
  • Documents all issues, complaints, and special requests in the Front Office Manual.
  • Performs additional related duties as assigned.

Ideal Candidate Profile:

Required Qualifications:

  • High School Diploma or equivalent; 1-2 years of experience in a hospitality environment preferred.
  • Strong communication and interpersonal skills.
  • Proficiency in the English language is essential.
  • Flexibility to work various shifts, including weekends and holidays.
  • Experience with Microsoft Office Suite (Word, Excel, Outlook) and familiarity with hospitality software is advantageous.
  • Ability to work independently with minimal supervision.
  • Physical capability to stand for extended periods and lift up to 35 pounds.
  • Ability to multitask effectively.
  • Good hearing and vision, with or without corrective lenses.