Front Desk Agent

Overview

Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay, ensuring the guest has an exceptional stay and meeting the hotel's high standards of quality.

Responsibilities

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys, certificates, and coupons as appropriate. Requires continual standing and movement throughout front office areas.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash; make change and balance as assigned house bank. Accept and record vouchers, travelers' checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Close guest accounts at the time of check out and ensure guest's satisfaction. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines, may include turning problem over to a supervisor.
• Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance to resolve problems such as price conflicts, insufficient heating / air conditioning, etc. Remain calm during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion. Keep corridors and service areas neat at all times.
• Adhere to all company policies and procedures. Follow safety and security procedures and rules. Know department fire prevention and emergency procedures. Utilize protective equipment. Report unsafe conditions to supervisor / manager. Report accidents, injuries, near-misses, property damage or loss to supervisor. Provide for a safe work environment by following all safety and security procedures and rules.
• Maintain a neat, clean and well-groomed appearance. (Specific standards outlined in team member handbook). Assist other Front Desk personnel when needed. Perform any related duties as requested by supervisor / manager.

Knowledge, Skills & Abilities

Physical Demands

Benefits

EEO : Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.

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