Front Desk Agent
Company: ABH Hospitality
Location: San Antonio
Posted on: January 15, 2021
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Job Description:
Job PurposeWelcome guests in a friendly, prompt and professional
manner recognizing IHG Rewards Club Members and also returning
guestsCheck guests in, issue room keys, provide information on
hotel services and room locationEnsure required identification is
taken from guests at check-in in line with local legislative
requirementsAnswer phones in a prompt and courteous mannerUp-sell
rooms where possible to maximize hotel revenueAnswer, record and
process all guest calls, messages, requests, questions or
concernsRecord guest preferences in the systemCheck guests out,
including resolving any late or disputed chargesAccurately process
all cash and credit card transactions using established
proceduresIssue, control and release guest safe-deposit boxes in
line with hotel proceduresCommunicate any outstanding guest
requests or issues to management that may require additional
monitoring or follow-upTake action to solve guest
problems/complaints using appropriate service recovery
guidelinesFollow established hotel safety protocols and procedures
at all times. Immediately report any health and safety incident,
security breaches, concerns or suspicious behavior to the
supervisor or manager on dutyMay routinely book guest reservations
for individuals and/or groups that are requested either by phone or
from within the hotel; process cancellations, revisions, and
information updates on changesWork as part of a team and
communicate with other departments as per hotel procedures to
ensure excellent quality and servicePerform other duties as
assigned including guest room tours, concierge services, special
guest requests, etc.QualificationsQualifications and
requirementsHigh School diploma /Secondary qualification or
equivalent. One year front desk/guest service experience strongly
preferred. Proficiency in Opera/Fidelio is preferred but not
essential. Some college/university preferred. Must speak fluent
local language. Additional language skills preferred but not
required depending on location of hotel.This job requires ability
to perform the following:Frequently standing up behind the desk and
front office areasCarrying or lifting items weighing up to 50
pounds / 23 kilogramsHandling objects, products and computer
equipmentBasic computer skills to operate various property
management and reservations systems, etc.Other:Being passionate
about people and serviceStrong communication skills essential when
interacting with guests and employeesReading and writing abilities
are used often when completing paperwork, logging
issues/complaints/requests/information updates, etc.Basic math
skills are used frequently when handling cash or credit.Problem
solving, reasoning, motivating and training abilities are often
usedHave the ability to work a flexible schedule including nights,
weekends and/or holidaysThe statements in this job description are
intended to represent the key duties and level of work being
performed. They are not intended to be ALL responsibilities or
qualifications of the job.
Keywords: ABH Hospitality, San Antonio , Front Desk Agent, Sales , San Antonio, Texas
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