Front Desk Agent

Mission Inn - Riverside, CA (30+ days ago)3.3

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Actively welcome, greet and check guests in
Inform guests with savvy knowledge of hotel, its services, the city, and local ‘happenings’
Ensure all requests are dealt with accurately and they receive the appropriate service, attention and follow up
Differentiate between guest types and handle them in the appropriate manner; guests with confirmed or claimed reservation, walk ins, VIP guests, groups, etc.
Follow up on all arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries, reservation inquiries
Deal with all guest requests, accidents and/or thefts promptly, no later than within a 20 minutes response time, record all matters in hotel process
Update and maintain the reception hand over book, pass on all guest feedback to the Manager on duty so appropriate action may be taken
Ensure guest privacy and security, any confidential guest information is not disclosed and processes are aligned with MIR confidentiality standards
Ensure the correct procedure and policy standards are adhered to
Comply with hotel credit policy as it relates to cash payments; credit card payments; account to company; voucher payment; third party payment, international currency, etc.
Encourage up-selling in order to maximize rates
Ensure work areas are cleaned and maintained at all times
Implements and maintains highest quality standards of services.
Pursuits of job objectives steadfast when faces with unexpected obstacles.
Is able to make reasonable decisions.
Confers and cooperates with other departments to ensure coordination of daily operations through oral and written communication.
Communicates with guests and team members professionally, possess pleasant and can-do attitude.
Performs structured clerical tasks, such as running reports, performing AM & PM checklists and completion as instructed.

Two years experience dealing face to face with clients expecting exceptional service.
One year prior hotel experience is same position preferred
Computer literate. Knowledge of Opera is preferred but not required
One year cash handling experience.
Must have flexible schedule and ability to work nights, weekends and/or holidays.

Must be able to stand for long periods of time.
Regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
Occasionally required to stoop, kneel, crouch, or crawl.
Regularly lift and/or move up to 20 pounds and frequently lift and/or move up to 25 pounds.

Hotel or customer service experience strongly preferred.
Must possess excellent multi-tasking abilities in a fast-paced environment.
Strong guest relations skills.
Ability to read, writes, speak, and understand the English language to communicate with guests and associates.
Ability to perform basic mathematical calculations.
Good conflict resolution skills.
Strong organizational skills and follow through.