Full Time Front Desk Agent

A Front Desk Agent will check in and out guests efficiently, and make sure they have all they need for a great stay.

Activities & Responsibilities :

• Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guests
• Check guests in, issue room keys, provide information on hotel services and room location
• Ensure required identification is taken from guests at check-in in line with local legislative requirements
• Answer phones in a prompt and courteous manner
• Up-sell rooms where possible to maximize hotel revenue
• Answer, record and process all guest calls, messages, requests, questions or concerns
• Record guest preferences in the system
• Check guests out, including resolving any late or disputed charges
• Accurately process all cash and credit card transactions using established procedures
• Issue, control and release guest safe-deposit boxes in line with hotel procedures
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
• Take action to solve guest problems / complaints using appropriate service recovery guidelines
• Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty
• Equipment & Technology (examples in parentheses)
• Office equipment (copier, fax, scanner, label maker)
• Microsoft Suite (Excel, Word, Outlook, etc.)
• Marriott Guest Systems