Front Desk Agent

6 days ago

Hollywood, Florida, United States Holiday Inn Express and Suites Full time

Overview

The Front Desk is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they've made the right choice to stay with us. The Front Desk Agents are the front line team that takes care of our guests needs. Duties include, but not limited to: Taking care of our guests, taking reservations, checking guests in and/or out, answering questions, modifying reservations, cleaning common areas of hotel, assisting other departments when needed, assisting with the meeting room set up and/or tear down, as well as assisting guests with overall meeting room request needs.

Responsibilities

  • Welcome guests in a friendly, prompt and professional manner recognizing Rewards Club Members and also returning guests
  • Check guests in, issue room keys, provide information on hotel services and room location
  • Ensure required identification is taken from guests at check-in in line with local legislative requirements
  • Answer phones in a prompt and courteous manner
  • Up-sell rooms where possible to maximize hotel revenue
  • Answer, record, and process all guest calls, messages, requests, questions, or concerns
  • Record guest preferences in the system
  • Check guests out, including resolving any late or disputed charges
  • Accurately process all cash and credit card transactions using established procedures
  • Issue, control, and release guest safe-deposit boxes in line with hotel procedures
  • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up

  • Take action to solve guest problems/complaints using appropriate service recovery guidelines

  • Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns, or suspicious behavior to the supervisor or manager on duty

  • May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes

  • Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service

  • Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.

  • Be required to be cross trained with other departments and may be required to perform such tasks as needed

Qualifications

  • Must have minimum 2 years front desk/guest service experience

  • Must have experience in Opera system

  • Frequently standing up behind the desk and front office areas

  • Computer skills to operate various property management and reservations systems, etc.

  • Additional language skills are a plus.

  • Being passionate about people and service

  • Strong communication skills are essential when interacting with guests and employees

  • Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.

  • Basic math skills are used frequently when handling cash or credit.

  • Problem-solving, reasoning, motivating, and training abilities are often used

  • Have the ability to work a flexible schedule including nights, weekends, and/or holidays

Job Type: Full-time

Pay: $ $16.00 per hour

Work Location: In person

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