Job Description

Front Desk Agent

Job Description

Checking people in and out. It's a no-brainer, right? Often the first encounter, you understand that your interaction can set the tone for the entire guest experience and potentially impact the entire brand! Your genuine warmth and helpful nature enable you to rise to every occasion, from cheerfully greeting the excited family on a vacation adventure to handling the travel-weary guest's request with prompt courtesy. As a Front Desk Agent, you'll have many opportunities to brighten someone's day.

What will I be doing?

As a Front Desk Agent, you will:

• Provide that critical first impression to our guests and have a natural passion for delivering exceptional service.
• Welcome and serve guests in person and over the phone every day.
• Enjoy solving problems, be comfortable using a computer to check guests in and out, and handle cash and credit card transactions accurately and confidently.

Responsibilities:

• Provide the highest quality of service to the customer at all times. Promptly and effectively deal with guest complaints and requests. Check guests in and out efficiently and in a friendly manner.
• Post guest charges and compute guest bills, collect payments and make change for hotel guests following all cash handling procedures as required by KWB Hotels.
• Handle guest mail and messages per established procedures. Be very knowledgeable of brand-specific rewards programs and promotions.
• Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies. Take reservation requests efficiently.
• Answer switchboard in accordance with standards of proper telephone etiquette. Block rooms and handle special requests.
• Monitor room availability.
• Handle safe deposits by guests per established procedures. Keep lobby and desk area clean and presentable.
• Have a thorough knowledge of emergency and security procedures. Offer and properly handle requests for wake-up calls.
• Clean lobby, vending room, breakfast room, and back-office area. Occasionally work on laundry during down times adhering to standards.
• Open and close shift; make cash drops.
• Ensure all credit cards, cash, and change fund are balanced throughout each shift. Inform management of any guest or systems-related complaints or problems.
• Communicate with incoming staff and management by logging pertinent information in the pass-on log. Keep maintenance informed of all maintenance needs.
• Must wear proper uniform at all times in accordance with the Standards of Appearance. Have a thorough knowledge of emergency procedures.
• Practice safety standards at all times.
• Be able to move luggage or packages weighing up to 40 lbs.
• Perform other duties as assigned by management, of which employee is capable of performing

Fundamentals To be successful in this role:

• You must have excellent English communication skills and be able to read, write and speak fluently.
• You will regularly use a computer and different software.
• This position requires continuous movement, and occasionally, you will have to lift or move up to 20 pounds.
• All candidates must be responsible and comfortable working on their feet.
• Maintain high standards of personal appearance and grooming.
• This position requires fluency in English, both verbal and non-verbal.
• All candidates must possess a working knowledge of Microsoft Word and Excel in addition to holding basic mathematical skills.
• Brand-specific Property Management System experience preferred, but not required.
• All candidates should be able to multi-task in a busy environment as well as have the flexibility to work nights, overnights, weekends and/or holidays.

Job Type: Full-time

Pay: Up to $15.50 per hour

Benefits:

• Dental Insurance
• Disability insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8-hour shift

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 1 year (Preferred)
• Front Desk: 1 year (Preferred)

About KWB

KWB is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Compensation details: 15-15.5

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