Hotel Front Desk Agent

Job Description

Job description

Description

Essential Purpose: To be responsible for greeting guests in an efficient and courteous manner. As the first face that many see upon arrival, the Hotel Front Desk Agent checks guests in and out of their rooms, distributes room keys, answers questions and processes payments for hotel services

Essential Duties:

• Respond and follow-through with all guest needs and requests in a timely and professional manner.

• To follow all specified procedures to properly conduct Front Desk business, including registering guests and assigning rooms; completing group pre-registrations and key packets; blocking room assignments and reservations; pre-registering VIP's, comp rooms, and special attention guests; processing adjustments and check-outs; answering telephones; handling cash and credit card transactions; handling mail and messages for guests; and transferring all necessary information to the next shift.

• To be completely familiar with all hotel information necessary to increase revenues and enhance customer satisfaction, including current special rates and restrictions; types and locations of rooms and suites available; and services, costs, hours, and location of all hotel amenities, facilities, and outlets.

• To actively promote guest use of hotel services and facilities.

• To be familiar with general information about other Pechanga properties such as RV Resort and shuttling services

• To develop and maintain a working knowledge of the local area, to be able to provide hotel guests, as requested, with information regarding location, cost, and hours of operation of local services, facilities, and points of interest.

• To satisfactorily resolve guest issues, referring to Front Desk leadership as needed; following up with guests to ensure satisfaction

• Be familiar with guest billing and reaching out to guests when payment is needed

• Be completely familiar with hotel emergency procedures, and provide calm, reassuring assistance to guests and fellow employees in the event of an emergency.

• Monitor cleanliness and appearance of the lobby area, including pool, fitness center, lobby patio, and lobby restrooms; immediately reporting deficiencies to Front Desk management.

• To communicate with Housekeeping, as needed to ensure timely delivery of guests' luggage and other guest deliveries

• To manage labor according to budget and business needs.

• To be aware of arriving VIP's and special requests, and personally ensure their proper handling.

• To provide showrooms for the use of Front Desk, Reservations, and Sales teams.

• To assist Front Desk staff, as needed, to satisfactorily resolve guest issues, referring to Front Desk Manager as needed.

• Follow all specifications to properly handle credit transactions and maintain credit balances. Reaching out to guest if card declines.

• Follow all regulations to safe-guard guest valuables, including promoting the use of in room safes.

• Upsell additional facilities and services, when appropriate

• To follow all policies and procedures of the Front Desk department and Temecula Creek Inn.

• To immediately report all suspicious occurrences and hazardous conditions.

• To maintain the cleanliness and safety of work areas at all times.

• To practice safe work habits at all times, to avoid injury to self and others.

• To comply with company and departmental safety rules and regulations, including the proper handling of all relevant equipment.

• To attend all mandatory meetings, as directed.

• To perform other tasks, including cross-training, as directed.

Requirements

Knowledge + Education: High school diploma or equivalent required. English fluency required. Must have minimum one year experience in same position at a hotel of comparable quality. Strong basic math skills required. Must have some computer experience. Must display knowledge of currently accepted business telephone etiquette.

Skills: Detail oriented. Organized and efficient. Learns quickly. Safety minded. High quality standards for production and service. Diplomatic and calm. Strong verbal communications skills. Courteous, friendly, and professional manner. Good team player. Customer service focus. Able to work productively with little supervision. Trustworthy and reliable.

Physical Demands: Stands and walks short distances throughout shift. Must be able to stand for long periods of time. Bends, stoops, and reaches to perform routine job tasks. Heavy daily use of phones, throughout shift. Occasionally required to handle and move objects weighing up to 75 lbs. over short distances.