Reports to: Front Office Manager
Department: Front Office
FLSA Status: Non - Exempt
Overview: We are looking for highly motivated individuals to join our Front Desk team. The ideal candidate uses their engaging personality to create a memorable first impression for our guests. While checking in, and registering guests, the Front Desk Agent is a source of knowledge for the guest about the hotel, its amenities, and the local area.
If you enjoy engaging with people from all over the world, making meaningful connections, and taking steps to "WOW" people, we want you. This is a tremendous opportunity for a driven person to grow a career in hospitality with world-class property.
Your Role:
- Provide exceptional customer service by being engaging and taking sincere interest.
- professionally interact with hotel staff, assisting other departments with necessary information.
- Maintain house bank. Handle cash, make the change, and balance an assigned house bank. Accept and record vouchers, travelers' checks, and other forms of payment. Convert foreign currency at current posted rates. Perform accurate, moderately complex arithmetic functions using a calculator.
- Communicate all pertinent information to the manager on duty.
- Follow set procedures on posting, charges, cashing checks, safe deposits, and refunds.
- Assist other departments as needed.
- Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
- Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including the number of guests and room rate.
- Promote and sell special hotel programs and marketing programs. Make an appropriate selection of rooms based on guests' needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
- Check guests in, ensure proper credit is received, special requests are noted and fulfilled, and accurate information is established Verify and imprint credit cards for authorization using electronic acceptance methods. Post charges to guest rooms and house accounts using the computer.
- Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested.
- Close guest accounts at the time of checkout and ascertain satisfaction. In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowances.
- Be knowledgeable of all emergency procedures and policies. Remain calm and alert, especially during emergencies and heavy hotel activity, and resolve complications such as location changes or credit issues.
- Help resolve problems and "WOW" guests through recovery when things aren't quite right. Take ownership of guest's challenges and follow through to ensure guest satisfaction. Remain calm and alert, especially during emergencies and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
Requirements
Qualifications: A minimum of 1 years' experience as a Front Desk agent in a medium-to-large hotel is a plus. Any experience at a welcome desk or receptionist could be a plus.
Please be advised, that we are a large full-service hotel, and as such this position requires extended periods on your feet with frequent long walks around the internal areas of the hotel along with considerable physical activity continuously, up to and including entire shifts.
Dreamscape is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Dreamscape does not discriminate based on disability, veteran status, or any other basis protected under federal, state, or local laws.
Salary Description
20.00