Front Desk Agent

Job Description

Job Description

YOUR NEXT DESTINATION AWAITS

Careers at Commonwealth Lodging

Top Notch Talent + World Class Hospitality

We take a proactive, hands-on approach to hotel management. Our team boasts extensive experience in all areas of hospitality management.

Core Values : Team First, Own It, Relationship Oriented, Professionalism, Integrity / Honesty

POSITION OVERVIEW : The position involves high guest contact and presents the first point of contact for all of our guests.

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, and handles all special requests for services or information, in accordance with standard policies and procedures.

Always maintain positive guest relations. Work to resolve guest challenges, ensuring guest satisfaction.

QUALIFICATIONS, EDUCATION & EXPERIENCE :

• High School Graduate or General Education Degree (GED) : or Work Equivalent
• Computer skills required. Familiarity with Microsoft Office preferred.
• Experience with hotel property management systems is preferred
• Minimum of 1-2 years of experience as a Guest Service Agent is preferred.
• Previous cash handling experience is preferred
• Good understanding of the English language.
• Good communication skills both written and verbal.
• Must be able to stand and exert well-paced mobility for up to 8-hours in length.
• Must be willing and have the ability to work a varied schedule that includes nights, weekends and holidays.
• Provide excellent customer service and maintain a professional demeanor.

RESPONSIBILITES :

• Maintain positive guest relations at all times. Work to resolve guest complaints, ensuring guest satisfaction.
• Communicate effectively with guests as well as team members
• Maintain knowledge of all hotel features / services, hours of operation, room rates, special packages and promotions, daily house count and expected arrivals / departures and scheduled daily group activities.
• Answer telephone using correct greeting and telephone etiquette.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Verify guest information upon arrival and departure
• Communicate pertinent guest information to designated departments (i.e., special requests, amenity delivery).
• Obtain method of payment from guests (credit or cash)
• Resolve discrepancies on the room status report with Housekeeping.
• Process all payments according to established hotel requirements, and Commonwealth Lodging Management cash handling S.O.P.'s
• Maintain guest confidentiality at all times.
• Assists in handling emergencies in order to protect our guest and associates, and preserve the building and its systems during the emergency.

Must act as quickly and responsibly as possible to return the building to its normal operating status.

Responsible for knowing and abiding by all department, Commonwealth Lodging Management and hotel policies and procedures.

As well as the brand standards, policies and procedures.