Front Desk Agent
CurrentGuest Service Representative Ensures guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest. Works to optimize guest experience while at the hotel and elsewhere.- Books guest reservations and/or coordinates with reservations and/or coordinates with reservation center-Registers guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check ins, check outs and VIP arrivals. Greets registers and assigns rooms for guests.-Handles confidential information, including guest records, with high degree of integrity.-Answers and routes calls appropriate; takes guest messages with accuracy.-Assists with sales and marketing efforts as directed by the General Manager.-Offers and properly handles requests of wake up calls.-Records pertinent guest information in the pass on log.-Replenishes continental breakfast as needed and keeps area clean.-Ensures common area/lobby is clean.-Performs laundry functions as directed.-Checks guests in and out of the hotel; processes customer payments according to established polices and procedures.-Answers phone in a prompt efficient and friendly manner.-Promotes hotel services, facilities and outlets and becomes informed and knowledgeable of upcoming events/functions in the hotel and in hotel and in the surrounding area.-Answers guest questions about the property and amenities and is able to refer and direct guest to area attractions and outlets. Arranges for appropriate transportation of guests to and from the hotel when necessary. -Use creative reasoning to overcome guest objections and concerns and to ensure 100% guest satisfaction.-Resolves minor guest complaints to the satisfaction of the customer, informs supervisor of major problems, complaints, disturbances or unhappy guests.-Responds quickly to guest requests or complaints in a friendly manner and appropriate action taken.
