Often the first and last contact for our guests, the front desk agent is a critical link to guest satisfaction. Responsibilities include welcoming guests, processing registration and check-out, anticipating guest needs and meeting or exceeding those needs, responding to and resolving guest inquires and complaints, and coordinating with other departments to ensure guests feel well-cared for and valued. This person should be very comfortable interacting with guests and potential clients in a highly professional manner.
Job Responsibilities Guest Communication
- Maintain a personal demeanor that is friendly, cheerful and courteous at all times.
- Greet guests by name.
- Ensure that all guests feel welcomed to the property.
- Register guests and assign rooms.
- Conduct check-out processes.
- Ensure guest satisfaction by responding to guest inquiries with accurate information and a positive attitude.
- Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.
- Respond to phone calls, and retrieve guest mail, faxes and packages.
- Promote hotel amenities and services to guests using personal knowledge and effective selling techniques.
- Welcome and effectively resolve guest questions, issues and complaints with supervisor assistance as needed.
- Provide constant and consistent communication with other departments and supervisors/managers in order to ensure guest satisfaction.
- Attend team briefings.
Financial Transactions
- Handle cash, credit card, currency conversions and other financial transactions.
- Post charges such as room, food, liquor or telephone to ledger.
- Compute or adjust bill, collect payment, and make change for guests.
Perform other duties as assigned.
Requirements
Education
- High school diploma or GED
Skills and Experience (Essential)
- At least 18 years of age
- Basic computer skills
- Must be able to read, communicate effectively and have superb interpersonal skills
- Must be able to work well under pressure while retaining tact and composure when resolving guest complaints
Skills and Experience (Preferred)
- Work experience in the hospitality or restaurant industry
- Communication in other languages is helpful
Benefits:
- 401k after 90 days, fully vested, company match to 3%
- Medical (3 Plan choices)
- Dental (2 Plan choices)
- Vision
- Employee Assistance Program (EAP)
- Northwood Hospitality Discounts
- Marriott Discounts worldwide
- Awesome PTO policy
- and more
EEO and ADA Statements
The Ballantyne is an Equal Opportunity Employer, committed to maintaining a diverse workforce and inclusive culture. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job.
