Guest Experience Agent

Front Desk Agent

Job Overview

Front Office associates are responsible for the guest registration process and communication of hotel services and promotions. This highly visible role gives opportunity for casual conversation and has a direct impact on creating the guest experience. Other duties may include processing forms of payment and responding to guest inquires. You'll be the face of Quirk as a Front Office Associate.

Essential Functions

Always treat guests with courtesy and respect in a variety of situations.

Ability to work under pressure and in a fast-paced environment.

Check-in and check-out hotel guests in a confident, professional, and friendly manner.

Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

Call back and follow up with guest on any requests that come through the front desk to ensure that they are satisfied.

Review arrivals noting special requests and blocking rooms as necessary for VIP’s and group arrivals.

Complete all items as listed on shift checklists.

Ensure proper credit card procedures are followed based on PCI compliance guidelines.

Communicate service and amenities of the hotel to guests.

Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

Input, update and maintain guest profile and history which includes but not limited to guest preferences and alerts.

Flexibility to carry out job responsibilities of other positions within the front office, such as reservations, bell person, and door person, upon request by the manager.

Take, record and relay messages accurately, completely and legibly. All guest issues should be communicated to a manager, and immediately logged.

Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity deliver) immediately, and follow-up with relative departments after completion.

Provide Concierge service - fluent knowledge of local restaurants, special events, city attractions, and guest amenities when necessary.

Qualifications

• Previous hotel experience preferred but not required.
• Punctuality and regular and reliable attendance.
• Interpersonal skills and the ability to work well with co-workers and the public.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Ability to accurately compute and manipulate mathematical calculations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.
• Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once.
• Ability to work flexible schedule (AM, PM, Overnight, Weekends & Holidays)