What are the responsibilities and job description for the Front Desk Agent position at Lodging Dynamics?
We are seeking Front Desk Staff! This role will work collaboratively with a highly-talented and passionate team. We believe that a team atmosphere is at the heart of our daily actions and that we should all be creative and bold to make lasting memories for guests, customers and team.
Our mission is to elevate human dignity, peer respect, and self-esteem by providing exceptional, responsible and measured care, services and opportunities for our key stakeholders. Simply said, we "Make Money and Do Good" at Lodging Dynamics Hospitality Group and it isn't just something we say, we live it!
If you are seeking an environment where you are surrounded with a driven, creative, action oriented, competitive, supportive and fun team, this just may be the perfect fit for you.
Scope:
Ensures guest satisfaction and revenue optimization through check in, check out and attentive coordination of hotel services for the guest. Works to optimize the guest
experience while at the hotel and elsewhere by acting pleasant, professional and efficient.
- Books guest reservations and/or coordinates with reservation center
- Registers guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check-ins, check-outs, and
VIP arrivals - Greets, registers, and assigns rooms to guests
- Handles confidential information, including guest records, with a high degree of integrity
- Answers and routes calls as appropriate; takes guest messages with accuracy
- Assists with sales and marketing efforts as directed by the General Manager
- Offers and properly handles requests for wake-up calls
- Records pertinent guest information in the pass on log
- Replenishes continental breakfast as needed and keeps area clean
- Ensures common area/lobby is clean
- Performs laundry functions as directed
- Checks guests in and out of the hotel; processes customer payments according to established policies and procedures.
- Answers phone in a prompt, efficient, and friendly manner
- Promotes hotel services, facilities and outlets and becomes informed and knowledgeable of upcoming events/ functions in the hotel and in the surrounding area
- Answers guests' questions about the property and amenities and is able to refer and direct guests to area attractions and outlets. Arranges for the appropriate transportation of guests to and from the hotel when necessary
- Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction
- Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests
- Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follow up to ensure guest satisfaction
- Completes daily paperwork to include cashing out, documenting all adjustments, miscellaneous postings, paid outs, charges and check-outs
- Handles departmental accounting of monies, receipts, guest accounts and other forms of credit; posts all charges; completes cashier's report, prepares deposit and counts cashier bank
- Balances cash bag at open and closing of each shift
- Transmits and receives messages using equipment such as computer, telephone, email, fax and switchboard
- Provides a professional image at all times through appearance and dress
- Follow company policies and procedures
Qualifications:
Education/Experience: high school diploma; or 1-3 months related experience and/or training; or equivalent combination of education and experience.
Skills and Qualities:
- Computer Skills
- Interpersonal skills
- Communication skills
- Typing
- Patience and Understanding
- Customer Service Orientation
- Sales Orientation
- Patient and Problem Solver
Working Conditions:
- Will be required to work nights, weekends and holidays
- Will be required to work in fast paced environment
Organizational Structure
- Reports to: Front Desk Manager
We are operated by Lodging Dynamics Hospitality Group. LDHG operates several hotels with plans to continue to expand. Therefore, there is room for growth in the company and the opportunity to take on more hotels and responsibility, when successful.
Salary : $17 - $18
