Front Desk Agent (Weekend/Overnight) at Zenith Group Management Inc

Purpose: Responds in a professional and courteous manner to arriving, departing, and in-house guests by providing accurate and timely information and services. Respond to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.

Schedule: Weekend Overnight (with additional shifts available)

Reports to: General Manager

Key Performance Indicators (KPI)

• Communication Skills
• Customer Service
• Cleanliness
• Organization

Job Responsibilities

Hotel Operations

• Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, and increase occupancy and revenue.
• Processes all guest mail, messages, and faxes by receiving, sorting, notifying, and distributing to mailboxes and to guests to ensure the information is received by the guests in the most timely and accurate method possible.
• Facilitates daily guest departures (check-out) by following established manual and computer procedures to close guest accounts and prepare rooms for the next guests.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified bythe hotel bank agreement policy.
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls, and paging guests to provide guests with timely and efficient service.
• Contributes to and maintains established information and communication sources, such as department and front desk logbooks, to enhance departmental communications and operations.
• Regularly calculates and posts monies, receipts, guest accounts, and other forms of credit using accurate, proper cash handling methods and established procedures to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.

Guest Services

• Greets and completes established check-in procedures for arriving guests daily, using both manual and computerized methods, to ensure guests are satisfied and in rooms as requested.
• Maintain excellent customer relations by staying informed about all in-house and area functions to provide timely and knowledgeable responses to questions and concerns, both in person and over the phone.
• Maintains a friendly, cheerful, and courteous demeanor at all times.
• Assists other employees and departments to contribute to the best overall performance of the department and the hotel.
• Support guest service as the primary focus of the hotel.
• Interacts with guests.
• Communicate special requests made by guests.
• Actively participates in Guest Service Initiatives.
• Performs other duties as assigned, requested, or deemed necessary by management.

Skills:

• Must have excellent communication skills and display a friendly and courteous attitude toward customers and other employees.
• Must be a team player and thave he ability to train other front desk personnel if required.
• Must be able to manage multiple demands, be a critical thinker, and demonstrate an ability to follow up and follow through.
• Must have proficiency with technology, including the ability to use Google Suite.
• Must be able to stand for an 8-hour shift.

Experience:

Relationships: