Hotel Front Desk Agent

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The Holiday Inn Express is looking for a Front Desk Agent that will be responsible for providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing suite revenue and occupancy. The individual is also responsible for all reservation and inquiry calls during their shift. They are expected to actively develop superior service skills in dealing with clients, guest, and co-workers.

Responsibilities

  • Provide attentive, courteous and efficient service to all guests prior to arrival and throughout their stay.
  • Handle check-ins and check-outs in a friendly, efficient and courteous manner.
  • Respond to all guests’ requests, problems, complaints and/or accidents presented at the front desk or through reservations in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
  • Answer all guest inquiries (i.e. hotel services and amenities, the area, etc.).
  • Ensure delivery of packages, mail and messages as needed to guests.
  • Follow all Lexima/Brand credit policies.
  • Be aware of all rates, packages, and special promotions.
  • Be familiar with all in house groups.
  • Be aware of closed out and restricted dates.
  • Obtain all necessary information when taking room reservations and follow rate quoting guidelines.
  • Fully understand and be able to operate all relevant aspects of the front desk computer system.
  • Focus on his/her role in contributing to guest satisfaction surveys.
  • Demonstrate appropriate phone skills.
  • Use Lexima/brand selling guidelines as part of the inquiry call process.
  • Consistently perform above average in the mystery call process.
  • Follow up on all wait list reservations.
  • Manage suite inventory.
  • Complete shift responsibility checklist.
  • Keep front office area clean and organized.
  • Comply at all times with Lexima/Brand compliance standards and regulations to encourage safe and efficient hotel operations
  • Participate in all-employee meetings, events and other functions required by management.
  • Be familiar with all Lexima/Brand policies and hotel rules, as well as hotel terminology.
  • Develop full understanding of hotel amenities and services.
  • Understand emergency procedures and be prepared to help when necessary.
  • Operate radios efficiently and professionally in communicating with the hotel staff.
  • Ensure correct and accurate cash handling while at the front desk.
  • Use proper radio etiquette when communicating with other employees.
  • Perform any other duties as requested by management.

Qualifications

  • High school diploma or equivalent required.
  • A degree with an emphasis in Hotel Management, Hospitality Management and/or related fields preferred.
  • Previous hospitality experience preferred.
  • Knowledge of accounting principles.
  • Experience handling cash, accounting procedures and general administrative tasks.
  • Must have the ability to assimilate complex information and data from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.
  • Must be effective in handling problems in the workplace, including anticipation, preventing, identifying and solving problems as necessary.
  • Must work well in stressful, high pressure situations.
  • Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by clients, guests and co-workers.
  • Must be effective in handling problems in the workplace, including anticipation, preventing, identifying and solving problems as necessary.
  • Must maintain composure and objectivity under pressure.
  • Effective oral and written communication skills.
  • Weekends and Holidays are required.
  • Must have a valid driver’s license.
  • Must be fluent in English.
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