Front Desk Agent

POSITION SUMMARY: To ensure a comfortable, caring, and consistent stay by providing Country Inn guests with a warm welcome and providing efficient and effective Front Desk service in accordance with brand standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Receives and processes incoming guests

· Ensure a delightful, seamless arrival and departure for our guests.

· Greets guest and processes hotel registration and other transactions

· Keeps current on hotel accommodations, services and local attractions

· Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction

· Records resolutions to guest complaints on the “Make it Right” log

· Works with other departments as appropriate to arrange for services requested by the guest

· Stays current with developments in the hotel by reviewing and updating the communication log

· Prepares end of shift summaries and communications for management and other shifts

· Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program

· Makes reservations in accordance with hotel’s yield management practices

· Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards

· May be responsible for answering and fielding all calls to the hotel, both internal and external

· Identifies and records special billing instructions and notifies Accounting

· Obtains appropriate approvals and signatures for guest transactions

· Follows hotel policy on cash banks

· Maintains confidentiality of guest information

· Aligns with the “Be Our Guest” service standards to build and reinforce skills that create a lasting service culture that provides caring, comfortable and consistent experiences.

· Gives personal attention, takes personal responsibility and uses teamwork when providing guest service

· Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems

· Provides genuine hospitality and teamwork on an ongoing basis

· Assumes the responsibility to notice when the guest is not satisfied and works to resolve

· Performs other duties required to provide the service brand behavior and genuine hospitality

REQUIREMENTS:

· Ideal candidate will have a minimum of 1 to 2 years of hotel Front Desk experience, other hotel experience or experience in a customer service environment

· Experience in Opera system preferential

· Strong verbal, written and interpersonal skills

· Works well independently or as part of a team

· Strong attention to detail

· Commitment to exceptional guest service

· Ability to maintain a positive and professional attitude when handling all situations

· Adhere to the policies and procedures of the hotel

· Ability to work a flexible schedule including holidays and weekends

· Working knowledge of computer and math skills.

Job Type: Part-time

Pay: $17.50 - $18.50 per hour

Benefits:

• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Evening shift
• Weekends as needed

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person