Guest Services Representative
1 week ago
Position Title: Front Desk Agent
Reports To: Assistant General Manager/Front Desk Manager
FLSA Status: Non-Exempt
Overview: The Front Desk Agent is essential in facilitating a seamless experience for guests during their arrival and departure at the hotel. This role is pivotal in managing guest inquiries and resolving any issues that may arise.
Primary Responsibilities:
- Conduct guest check-in and check-out processes with a high level of professionalism and courtesy.
- Adhere to cash handling procedures, ensuring precise transactions and guest billing.
- Promptly deliver messages, mail, and packages to guests.
- Welcome and guide visitors to their intended locations efficiently.
- Utilize front desk technology and equipment effectively.
- Maintain clear communication with all hotel departments.
- Accurately complete shift documentation and manage guest accounts during check-out.
- Address and resolve guest complaints in accordance with established protocols.
- Assist in maintaining lobby cleanliness and monitoring breakfast service.
- Achieve specific performance metrics, including test call evaluations and sales leads.
- Manage inventory of products and supplies.
- Perform additional duties as assigned.
Key Competencies:
- Customer Service: Effectively address client and employee concerns, respond promptly to needs, and seek constructive feedback.
- Safety: Uphold a safe working environment by identifying and mitigating hazards.
- Communication Skills: Convey information clearly and effectively in both verbal and written formats.
- Problem Solving: Proactively identify and resolve issues in a timely manner.
- Professionalism: Maintain composure and tact in high-pressure situations.
- Time Management: Prioritize tasks efficiently and establish realistic objectives.
Qualifications:
Education: High School Diploma or equivalent preferred.
Technical Skills: Proficient in Excel, Word, Outlook, and other relevant software.
Physical Requirements: This position involves various physical activities, including standing, walking, and lifting items up to 30 pounds. Specific vision capabilities and motor skills are also necessary for this role.
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