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Front Desk Agent

Carter Hospitality Group
21 hours ago
Full-time
On-site
Kissimmee, Florida, United States
Hospitality
Job Description
Responsible for providing quality guest service as it pertains to checking in/out of hotel guests; PBX operations to include mail/message service; taking hotel reservations; and concierge services in a
gracious and professional manner. Position demands accuracy with daily accounting procedures.
Essential Duties
  • Check-in and check-out hotel guests in a confident, professional, and friendly manner.
  • Initiate courtesy call after check-in to ensure guest is satisfied with accommodations as well as offer any assistance
  • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
  • Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information
  • Review arrivals report noting special requests and blocking rooms as necessary for VIP and group arrivals
  • Complete all items as listed on shift checklists
  • Bucket checks to be performed by each shift to verify data as it pertains to:
     
    • 1. Guest name
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    • 2. Guest address
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    • 3. Room rate
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    • 4. Date of departure
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    • 5. Number of guests in room
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  • Ensure proper credit card procedures are followed at all times to include checking ID matches credit card information, credit card is swiped, and guest signature on registration slip
  • Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift
  • Issue guest safety deposit boxes as requested
  • Advise guests of any messages, mail, faxes, etc. received for them
  • Communicate services and amenities of the hotel to guests
  • Communicate VIP arrivals to designated personnel for escort and delivery of amenities
  • Take, record and relay messages accurately, completely and legibly
  • Offer detailed information on the voice mail system to callers and guests wishing to leave messages
  • Accept and record wake-up call requests
  • Any and all duties assigned by management
Minimum Requirements
  • Previous experience working in guest service or related field (hospitality preferred)
  • Must have reliable transportation
  • Must be able to pass pre-employment testing (i.e. drug test, background check, etc)
  • Must have full availability and be able to work days, evenings, nights, weekends, and holidays
Knowledge/Skills/Abilities
  • Ability to read, write and speak English (multi-lingual a plus)
  • Ability to hear, understand, follow and give written and oral instructions
  • Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers
  • Ability to work with large groups of people, and age groups
  • Ability to plan, organize and conduct a wide variety of activities
  • Ability to work harmoniously with fellow employees and guests
  • Follow all company policies and procedures
  • Ensure uniform and personal appearance are clean and professional
  • Thank guests with genuine appreciation
  • Speak with others using clear and professional language
  • Develop and maintain positive working relationships with others
  • Abilities (>8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending
  • Ability to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height