The Front Desk Agent is the first point of contact for guests at the hotel, responsible for delivering excellent customer service and ensuring a smooth check-in/check-out experience. This role requires strong communication skills, attention to detail, and the ability to handle various guest requests and concerns in a professional and courteous manner.
Responsibilities
- Greet and welcome guests in a friendly and professional manner.
- Handle check-ins and check-outs efficiently and accurately, ensuring all guest information is entered correctly into the system.
- Answer phone calls, respond to inquiries, and provide information about the hotel’s services, amenities, and local attractions.
- Manage reservations, including booking rooms, updating guest information, and processing payments.
- Address guest concerns and complaints promptly, ensuring a positive resolution while maintaining a high level of customer satisfaction.
- Coordinate with housekeeping and maintenance teams to ensure rooms are ready for guest arrival and any issues are promptly addressed.
- Maintain a clean and organized front desk area.
- Process guest payments, handle cash and credit transactions, and prepare necessary reports.
- Assist with concierge services, providing recommendations for dining, transportation, and activities.
- Follow all hotel policies and procedures, including safety and security protocols.
- Perform other duties as assigned by the Front Desk Supervisor or Manager.
- Other duties assigned by the Leader.
Experience and Education
- High school diploma or equivalent required; some college coursework in hospitality or a related field is a plus.
- Previous experience in customer service, hospitality, or a front desk role preferred.
- Strong communication skills, both verbal and written.
- Proficient in Microsoft Office and hotel management software (experience with property management systems is a plus).
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Excellent problem-solving skills and a customer-focused attitude.
- Flexibility to work various shifts, including evenings, weekends, and holidays.
- Professional appearance and demeanor.
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