Front Desk Agent
Best Western PLUS Fresno Inn - Fresno, CA
Location: US - CA - Fresno
Each guest will be welcomed and acknowledged with Southwest Hospitality Management's culture of positive customer service. We are responsible for ensuring we provide the highest level of guest services and that our standards are met and maintained at all times. With a combination of a passion for the job and the right communication with other departments, you have the ability and empowerment to make the guest's experience more than memorable. A Guest Service Agent must have a positive and professional upbeat personality with a desire to deliver outstanding customer service to our guests.
Duties and Responsibilities:
− Come to work on time.
− Able to work a flexible schedule.
− Uniform and personal appearance is kept clean and professional.
− Always greet guests in a friendly and professional manner according to the Hotel's standards.
− Ability to courteously engage with, to attentively listen to and respect diverse groups of guests.
− Perform accurate check-ins & check-outs as well as other necessary Property Management System functions.
− Answers the telephone in a timely and professional manner.
− Adhere to Hotel procedures for two-way radio communication.
− Make reservations over the phone using proper techniques.
− Efficiently handles all payments received and the cash drawer kept balanced.
− Responsible for maintaining and recording accurate documentation regarding registration, changes, charges, customer service logs and maintenance issues.
− Anticipate and address guest's service needs.
− Ensures that all hotel keys are distributed to the appropriate parties and that guest privacy is maintained.
− Promote a safe working environment; adhere to all safety and security policies and procedures.
− Is aware of emergency procedures and abides to applicable state and local regulations.
− Is knowledgeable with the hotel's marketing program, specials & packages and is able to use sales techniques to maximize revenue and occupancy levels.
− Knows all hotel services, features and local attractions to respond to guest inquiries accurately.
− Attends scheduled meetings and necessary training sessions as requested.
− Maintain confidentiality of guest information and pertinent hotel data.
− Complies with Brand Standard requirements.
− Comply with the hotel's Policies, Procedures and Code of Ethics.
− Keeps the work area clean, the lobby tidy.
− Performs other duties as required or assigned.
Physical, Mental and Environmental Demands:
− Must be able to stand for extended periods of time.
− Must be able to lift, push and pull 25 lbs. and carry up to 25 lbs.
− Must be able to bend, reach, kneel, twist and grip items while working at assigned desk area.
− Must have the manual dexterity and coordination to operate all office equipment.
− Must be able to adjust to changing priorities and simultaneously complete multiple assignments despite interruptions.
Skills, Educational Background, Experience and Basic Expectations:
− High School Diploma or GED required.
− Experience in Guest Services.
− Excellent communication, customer service and time management skills.
− Able to organize, plan ahead and manage workload.
− A team player, yet able to work independently.
− Ability to work effectively in a fastpaced environment.
− Excellent computer skills, specifically Microsoft Office and use of the internet.
− Must be able to work with sensitive and confidential material.
Benefits : Vacation & Sick Time, Health Benefits
We are an Equal Opportunity Employer that considers applicants without regard to race, sex, religion, national origin, disability or protected veteran status.