Front Desk Agent
Best Western Plus Heritage Inn
Location: US - CA - Rancho Cucamonga
Represents the hotel to the guest throughout all stages of the guest’s stay by working with all hotel personnel to ensure every guest experiences superior customer care. Responsibilities include registering guests, assigning rooms, accommodating special requests, and ensuring the guests have a pleasant stay and smooth checkout.
Job Duties: • Maintains an inventory of vacancies, reservations and room assignments. • Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures. • Knows room locations, types of rooms available, and room rates. • Registers arriving guests and assigns rooms. • Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms. • Coordinates guest room maintenance work with the engineering and maintenance division. • Uses persuasive selling techniques to sell rooms and to promote other services of the hotel. • Knows daily activities and meetings taking place in the hotel. • Reports any unusual occurrences or requests to the manager or assistant manager. • Manages and resolves all guest complaints in a professional and courteous manner. • Processes guest check-outs and handles monetary transactions. • Maintains customers’ privacy. • Maintains a high level of professional appearance and demeanor. • Performs other duties as assigned.
Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to pitch-in and help co-workers with their job duties and be a team player. Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. Ability to stand and move throughout front office and continuously perform essential job functions. Ability to access and accurately input information using a moderately complex computer system. Ability to observe and detect signs of emergency situations. Ability to establish and maintain effective working relationships with associates, customers and patrons.