Hotel Front Desk Representative

1 week ago

Scottsdale, Arizona, United States Lodging Dynamics Full time
Job Summary

We are seeking a highly skilled and customer-focused Hotel Front Desk Agent to join our team at Lodging Dynamics Hospitality Group. As a Hotel Front Desk Agent, you will be responsible for ensuring guest satisfaction and revenue optimization through check-in, check-out, and attentive coordination of hotel services.

Key Responsibilities
  • Register guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates
  • Handle confidential information, including guest records, with a high degree of integrity
  • Answer and route calls as appropriate; take guest messages with accuracy
  • Assist with sales and marketing efforts as directed by the General Manager
  • Offer and properly handle requests for wake-up calls
  • Record pertinent guest information in the pass on log
  • Replenish continental breakfast as needed and keep area clean
  • Ensure common area/lobby is clean
  • Perform laundry functions as directed
  • Check guests in and out of the hotel; process customer payments according to established policies and procedures
  • Answer phone in a prompt, efficient, and friendly manner
  • Promote hotel services, facilities, and outlets and become informed and knowledgeable of upcoming events/functions in the hotel and in the surrounding area
  • Answer guests' questions about the property and amenities and is able to refer and direct guests to area attractions and outlets
  • Use creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction
  • Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances, or unhappy guests
  • Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken
  • Follow up to ensure guest satisfaction
Requirements
  • High school diploma; or 1-3 months related experience and/or training; or equivalent combination of education and experiences
Preferred Qualifications
  • ONQ PMS experience

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