Home2 Suites Erie PA 16509
A Front Desk Agent is responsible for greeting and registering guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Upgrades guests, as required. Promotes hotel services, amenities and upsells products to the guests. Specifically, you would be responsible for performing the following tasks to the highest standards:
Role Responsibilities:
· Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs.
· Codes electronic keys. Non-verbally confirm the room number and rate. Ensures guest knows location of room.
· Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment.
· Greets 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
· Receives special requests from guests and responds appropriately or forwards requests to appropriate team members for decisions and actions.
· Promptly answers the telephone and email inquiries. Inputs messages into the computer and advises other team members of special guest needs.
· Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
· Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgement and discretion
Qualifications:
Required Knowledge, Experience and Education:
· High School graduate or equivalent required
· Hotel experience strongly preferred
· All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process
· Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
· Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts
· Ability to read, listen and communicate effectively in English, both verbally and in writing
· Ability to access and accurately input information using a moderately complex computer system
Recommended skills
· Friendliness
· Trustworthy
· Diplomacy
· Patience
· Emergency Handling
· Complex Problem Solving
Job Types: Full-time, Part-time
Pay: $12.00 - $13.00 per hour
Benefits:
- Employee discount
- Flexible schedule
Schedule:
Experience:
- Hotel experience: 1 year (Preferred)
Ability to Relocate:
- Erie, PA 16509: Relocate before starting work (Required)
Work Location: In person
