Hotel Reception Specialist
2 weeks ago
Position Overview:
We are seeking a dedicated Evening Front Desk Representative to be the first point of contact for our guests and oversee all aspects of their stay.
Experience with Hilton's OnQ system is advantageous.
Key Responsibilities:
- Welcome guests warmly with a friendly demeanor, utilizing clear communication to understand their requests and provide accurate information regarding hotel services and local attractions.
- Facilitate the registration process by entering and retrieving data from our computer system, confirming essential details such as guest count and room rates, and selecting appropriate accommodations based on guest preferences.
- Process credit card transactions for authorization, manage cash handling, and ensure accurate record-keeping of various payment methods.
- Answer phone calls promptly, documenting messages accurately and relaying them to guests as needed.
- Conclude guest accounts at checkout, ensuring satisfaction and addressing any concerns that may arise, potentially escalating issues to a supervisor when necessary.
- Handle guest complaints with thorough investigation and effective resolution strategies, maintaining composure during busy periods and emergencies.
- Maintain cleanliness and organization in all front office areas, adhering to company policies and safety procedures.
- Assist fellow Front Desk team members as required and perform any additional duties as assigned by management.
Required Skills:
- Previous experience as a Front Desk Agent in a hotel setting.
- At least one year of experience with hotel reservation software, preferably OnQ or PEP.
- Strong customer service orientation.
- Excellent communication and organizational abilities.
- Proficient in using a moderately complex computer system for data entry and retrieval.
Equal Opportunity Employer
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