Front Desk Representative

1 week ago

Ontario, California, United States Residence Inn Ontario Full time
Job Title: Front Desk Agent

Residence Inn Ontario is seeking a highly skilled and customer-focused Front Desk Agent to join our team. 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 seamless stay for our guests.

Responsibilities:
  • Provide exceptional customer service to all guests, responding to their inquiries and resolving any issues in a timely and professional manner.
  • Check-in and check-out guests, ensuring that all necessary information is collected and processed accurately.
  • Process payments and handle cash handling and credit policies.
  • Be aware of all rates, packages, and special promotions, and be able to communicate this information to guests.
  • Be familiar with all in-house groups and be able to provide information on their stay.
  • Be aware of closed-out and restricted dates, and be able to communicate this information to guests.
  • Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
  • Be familiar with hospitality terminology and be able to communicate effectively with guests and other hotel staff.
  • Have knowledge of emergency procedures and be able to assist as needed.
  • Use proper two-way radio etiquette at all times when communicating with other employees.
  • Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
  • Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
  • Be able to complete a bucket check, room rate verification report, and housekeeping report.
  • Balance and prepare individual paperwork for closing of shift according to hotel standards.
  • Maintain and market promotions and guest programs.
  • Maintain a clean work area.
  • Assist guests with safe deposit boxes.
Requirements:
  • High School diploma or equivalent required.
  • College coursework in a related field helpful.
  • Experience in a hotel or a related field preferred.
  • Computer experience required.
  • Customer service experience preferred.
  • Maintain a warm and friendly demeanor at all times.
  • Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
  • Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
  • Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
  • Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
  • Must be able to cross-train in other hotel-related areas.
  • Must be able to maintain confidentiality of information.
  • Must be able to show initiative, including anticipating guest or operational needs.
  • Perform other duties as requested by management.

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