Front Desk Representative

At Keswick Hall and Club, we are seeking a skilled Front Desk Agent to represent our hotel to guests throughout their stay.

Key Responsibilities:

• Assist with pre-registration and room blocking for reservations.
• Process guest registration and communicate hotel amenities.
• Handle check-ins and check-outs efficiently.
• Utilize excellent telephone etiquette.
• Assign rooms, accommodating special requests when possible.
• Verify guest payment methods and follow credit-checking procedures.
• Ensure guest satisfaction and a positive experience.
• Manage room and rate changes with management approval.
• Know room locations, types, and rates.
• Present options and alternatives to guests, aiding in their decision-making process.
• Employ suggestive selling techniques to promote hotel services.
• Coordinate room status updates with the housekeeping department.
• Maintain the front desk area's cleanliness and organization.
• Take same-day and future reservations as needed.
• Understand cancellation procedures.
• Provide exceptional service and meaningful experiences.
• Manage guest room key storage and access to safe deposit boxes.
• Maintain the cash bank.
• Process credit card transactions for registered guests.
• Perform cashier-related functions, including posting charges and foreign currency exchange.
• Record and make guest wake-up calls accurately.
• Review and initial the pass-on log and bulletin board daily.
• Stay informed about daily activities and meetings within the hotel.
• Communicate essential information to the next shift for a smooth transition.
• Prepare guest arrival cards for upcoming arrivals and verify dinner, golf, and spa reservations.
• Report unusual occurrences or requests to management.
• Be aware of safety and emergency procedures, as well as accident prevention policies.
• Perform other duties as assigned.

Requirements:

• High school diploma or equivalent, with 0-2 years of experience.
• Ability to speak and understand the primary language used by our guests.
• Working knowledge of the reservations department.
• Excellent communication and guest service skills.
• Friendliness, flexibility, dependability, and ability to multitask.
• Microsoft Office computer skills.
• Sales-minded approach.
• Physical demands include fingering, grasping, writing, standing, sitting, walking, repetitive motions, hearing, and visual acuity, with occasional lifting and carrying up to 40 pounds.

Keswick Hall and Club offers a fulfilling work environment, opportunities for growth and development, and a robust benefits package, including health, dental, vision, life, and disability insurance, as well as a competitive PTO offering and 401(k) plan.