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Front Desk Representative

2 months ago

Denver, Colorado, United States Residence Inn Denver Downtown Full time
Job Summary

We are seeking a highly skilled and customer-focused Front Desk Agent to join our team at Residence Inn Denver Downtown. As a Front Desk Agent, you will be responsible for providing exceptional service to our guests, ensuring a seamless and enjoyable stay.

Key Responsibilities:
  • Guest Service: Provide attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout.
  • Room Revenue and Occupancy: Maximize room revenue and occupancy by effectively managing room assignments, rates, and promotions.
  • Communication: Answer inquiries from guests regarding restaurants, transportation, entertainment, and other services.
  • Cash Handling and Credit Policies: Follow all cash handling and credit policies to ensure accurate and secure transactions.
  • Knowledge and Awareness: Be aware of all rates, packages, and special promotions, as well as closed-out and restricted dates.
  • Reservations and Check-ins: Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
  • Emergency Procedures: Be familiar with emergency procedures and assist as needed.
  • Check-ins and Checkouts: Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
  • Radio Etiquette: Use proper two-way radio etiquette at all times when communicating with other employees.
  • Computer System: Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
  • Shift Checklist: Perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
  • Reports and Paperwork: Balance and prepare individual paperwork for closing of shift according to hotel standards.
  • Promotions and Guest Programs: Maintain and market promotions and guest programs.
  • Work Area: Maintain a clean work area.
  • Safe Deposit Boxes: Assist guests with safe deposit boxes.
Requirements:
  • Education: College coursework in a related field is helpful.
  • Experience: Experience in a hotel or a related field is preferred.
  • High School Diploma: A high school diploma or equivalent is required.
  • Computer Experience: Computer experience is required.
  • Customer Service: Customer service experience is preferred.
  • Communication Skills: Must be able to effectively communicate verbally and in writing with all levels of employees and guests.
  • Problem-Solving: Must be able to listen to, understand, and clarify concerns raised by employees and guests.
  • Multitasking: Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Attendance: Must maintain regular attendance in compliance with Highgate Hotel Standards.
  • Appearance and Grooming: Must maintain high standards of personal appearance and grooming.
  • Confidentiality: Must be able to maintain confidentiality of information.
  • Initiative: Must be able to show initiative, including anticipating guest or operational needs.