Front Desk Agent

Holiday Inn St. Louis-South County Center

Saint Louis,MO

2/5/2020

Job Description

The Front Office Agent is responsible for providing consistent excellent service to guests/clients before arrival, upon arrival, and during their stay, from check-in to checkout. This employee will be responsible for registration, checkout, and cashiering.

What you will be doing
  • Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process as per hotel procedures.
  • Answer all guest questions accurately and resolve problems in a timely manner ensuring guest satisfaction. Authorize revenue allowances as allowed by hotel policy.
  • Resolve guest problems and complaints following the L.E.A.D Widewaters Hotels process.
  • Upsell guest rooms, food & beverage outlets if applicable and seasonal hotel promotions.
  • Make restaurant, transportation, and/or entertainment reservations for guests, plus other Concierge services as requested and have thorough knowledge of hotel amenities, company, and local area & attractions.
  • Communicate with other hotel departments to maintain a high level of guest satisfaction.
  • Maintain an understanding of hotel history, services, facility information, and rates and packages.
  • Thank guests with genuine appreciation at the end of each stay, and ask Is there anything that we could have done better to make your stay more enjoyable?
  • Register guests in Reservations/PMS and follow proper check-in, check out procedures.
  • Review Front Desk log when coming on shift and record pertinent information as needed throughout the shift.
  • Post charges to individual room or master account.
  • Manage cash/credit transactions and maintain a personal bank.
  • Accept payment for guest accounts including third party, advance purchase reservations, and during the time of registration at check- in/check-out.
  • Develop and maintain positive working relationships with others and support team to reach goals.
  • Assists others as needed and special projects, as necessary.
Requirements
  • Associates Degree in Hospitality or Travel & Tourism preferred.
  • A minimum of one (1) year experience in a front office role.
  • Must possess a thorough knowledge of the hospitality industry and have sound administrative skills.
  • Must be able to speak, read, write and understand the primary language(s) used in the workplace.
  • Strong Guest Service Skills
  • Able to work on PMS software.
  • Able to communicate effectively with guests, management, and co-workers.
  • CPR certification is a plus.
  • Must be able to stand up to 8 hours at a time.
  • Must have a positive attitude at all times.

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