The Blackhawk Front Desk Agent

Davenport, Iowa

 Innkeeper Hospitality Services LLC
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  • Employee assis
  • Hotel Blackhawk, a Marriott Autograph Collection hotel, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Part-Time Front Desk Agent.
    Job Purpose:

    Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they've made the right choice to stay with us.
    • Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote "preferred" guest program and provide recognition and benefits to all current members.
    • Accept payment for guests' accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests
    • Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
    • Promptly respond to and resolve guest complaints
    • Answer telephone promptly and properly being polite, courteous, and friendly
    • Be friendly, thorough, accurate and efficient in taking reservations
    • Be friendly, thorough, accurate and efficient in performing Check-ins
    • Be friendly, thorough, accurate and efficient in performing Check-outs
  • (If applicable) Operate or assist with shuttle or transportation Service in a timely and courteous manner
    • Assist guests with luggage upon their arrival to and departure from the hotel
    • Use the guests' names
    • Be knowledgeable and helpful about the local area, the hotel and hotel services
    • Handle messages, wake-up calls, mail, and faxes properly
    • Assist guests' with laundry/dry cleaning needs
    • Know of incoming VIPs
    • Follow all applicable Company Standard Operating Procedures.
    • Perform other assignments as directed by the General Manger.
    • Be an enthusiastic, helpful and positive member of the team
    • Be professional, responsible and mature in conduct and behavior
    • Be understanding of, encouraging to and friendly with all co-workers
    • Be self-motivated and use time wisely
    • Maintain open line of communications with each department
    • Communicate pertinent information
    • Respond positively to new ideas
    • Openly accept critical/developmental feedback
    • Maintain effective communication through the use of meetings, log books and bulletins
    • Be available to help other departments in emergency situations
    • Adhere to all work rules, procedures and policies established by the company
    • Safety and Security Skills
    • Properly handle and account for keys
    • Be knowledgeable of policies regarding emergency procedures and security concerns
    • Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available
    • Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items
    • Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
    • Have full understanding of franchise honors program
    • Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures:
    • Verifies all information on reservations check-in; name, address, method of payment, etc.
    • Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers
    • Identifies and records special billing instructions and notifies accounting
    • Completes shift closing accurately by getting appropriate approval signatures and authorization codes
    • Adheres to hotel policies regarding the use of cash banks
    • Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
    • Report potential sales contacts to the sales department protection of guests' room numbers.
  • Qualifications and Requirements:

    High School diploma /Secondary qualification or equivalent.

    Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

    This job requires the ability to perform the following:
    • Must be able to speak, read, write and understand the primary language(s) used in the workplace.
    • Must be able to read and write to facilitate the communication process.
    • Requires good communication skills, both verbal and written.
    • Must possess basic computational ability.
    • Must possess basic computer skills.
    • Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.
    • Most work tasks are performed indoors. Temperature is moderate and controlled by hotel
  • environmental systems.
    • Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.
    • Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
    • Must be able to lift up to 15 lbs occasionally.
    • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing,
    • Ability to spend extended lengths of time viewing a computer screen.
    • Requires manual dexterity to use and operate all necessary equipment.
    • Must have finger dexterity to be able to operate office equipment
  • Other:
    • Being passionate about people and service.
    • Strong communication skills are essential when interacting with guests and employees.
    • Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
    • Basic math skills are used frequently when handling cash or credit.
    • Problem-solving, reasoning, motivating, and training abilities are often used.
    • Have the ability to work a flexible schedule including nights, weekends and/or holidays
  • Amazing Benefits At A Glance:
    • Team Driven and Values Based Culture
    • Vacation & Holiday Pay
    • Reduced Room Rates throughout the portfolio
    • 401(k)
  • tance program
  • Employee discount
Date Posted: 18 May 2025
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