Front Desk Agent
The AT&T Hotel and Conference Center is seeking candidates for immediate hire for Front Desk Agent and other positions! Front desk agent shifts are typically from 7 am - 3 pm, 10 am - 6 pm, or 3 pm - 11 pm and we are looking for both full and part-time associates. Work authorization is required for all positions.
Purpose:
The Front Desk Agent greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel, ensuring their stay was a pleasant one. Resolves guest challenges throughout their stay in our hotel. Promotes hotel services, amenities, and up sells products to the guests. Answers hotel telephone and directs calls to appropriate extension or room. Clearly communicates with guests regarding hotel information and emergencies.
Job Duties and Responsibilities:
- Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirms the room number and rate. Provides welcome packet containing room keys, arrival packages, etc. to guest.
- Ensures rooms and services are correctly accounted for within guest statement. Properly accounts for services provided by the hotel. Assists guests with check out payments or charges. Accepts and records vouchers, credit, traveler’s checks, and other forms of payment.
- Greets customers immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens to and understands requests, responds with appropriate action and provides accurate information such on outlet hours, special VIP programs, events, etc.
- Receives special requests from guests, and responds appropriately or forwards requests to appropriate team members for decisions and actions.
- Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested.
- Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgment and discretion.
- Answers calls originating from external and internal sources. Directs caller to appropriate extension or room. Verifies last name of guest for all room calls. Assists guests with directions or other required information. Directs hotel staff to assist guests, upon request. Communicates to callers in a clear and concise manner. Inputs/writes messages using proper grammar and spelling. Verifies names and telephone numbers.
- Properly handles all incoming urgent matters or emergencies for the guests and hotel. Works with hotel management and/or security in order to calmly direct appropriate action. Appropriately documents all emergencies.
Career Readiness Competencies:
- Critical Thinking / Problem Solving: Front Desk Agents manage guest complaints and provide tailored solutions and compensation.
- Teamwork / Collaboration: Agent will communicate with fellow Front Desk associates to share important information, as well as contacting other departments for support and assistance as needed.
- Oral / Written Communications: Front Desk Agents interact with guests in-person, over the phone, and via email or text messaging.
- Global / Intercultural Fluency: As a hotel hosting large conferences and welcoming international guests, Front Desk Agents are the face of the hotel, welcoming visitors from all backgrounds into our facility.
Qualifications:
- Interest in providing excellent customer service to hotel guests and visitors.
- Ability to communicate effectively in a professional environment.
- Position can be flexible based on worker availability. Looking for mixed AM / PM availability for 8 hour shifts, on a part-time or full-time basis.