Front Desk Agent - Montecito, United States - Rosewood Hotel Group

Rosewood Hotel Group

Verified Company

Montecito, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

General Information:

Country/Region
United States of America
Province/City
Montecito, CA
Location
Rosewood Miramar Beach
Department
Rooms
Front Office
Job Type
Fulltime PermanentWe believe that life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you.

Rosewood Miramar Beach, A Rosewood Hotel, is looking for a Front Desk Agent.

This role is responsible for courteously and efficiently handling hotel guests' check-in and check-out processes, processing all payments according to established hotel requirements, and providing information and assistance to all guests and visitors.

Essential Duties and Responsibilities:

Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
Ensure that standards are maintained at a superior level on a daily basis.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge at all times of:
All hotel features/services and hours of operation.
All room types, numbers, layout, decor, appointments and location.
All room rates, special packages and promotions.
Daily house count and expected arrivals/departures.
Room availability status for any given day.
Scheduled daily group activities / VIP's.
Obtain assigned bank and ensure the accuracy of contracted monies. Keep bank secure at all times.
Meet with Supervisor to review daily assignments and priorities.
Meet with departing Front Desk Agent to review business status and follow up items.
Access all functions of computer system.
Set up a station with necessary supplies.
Answer the department telephone within 3 rings, using the correct greeting and telephone etiquette.
Promote positive guest relations to all individuals approaching the Front Desk.
Process all guest checkins.
Confirm reservation in system and review all noted information.
For guests without a reservation, sell a room type agreed upon.
Register guests on the computer.
Verify reservation information with the guest (departure date, room type).
Obtain backup information for guest credit/payment method and input it into the system; collect cash when designated.
Assign guest room.
Advise guests of any messages, mail, faxes, etc., received for them.
Communicate services and amenities of the hotel to guests.
Direct Bell Person to escort guest and transport their luggage to the room.
Maintain guest history files on all guests.
Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
Set up accurate accounts for each guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp).
Handle overbooked or "walked" guests.
Accommodate room changes.
Document all guest requests, complaints or problems.
Take, record, and relay messages accurately, completely, and legibly.
Accept and record wakeup call requests; deliver to PBX.
Issue safe deposit boxes to guests and ensure security of keys.
Distribute all guest and department mail.
Document and confirm reservations and cancellations.
Block rooms in computer and follow through on designated requirements.
Preregister designated guests and prepare key packets.
Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
Generate, print and distribute daily and weekly reports.
Resolve discrepancies in the room status report with housekeeping.
Match the bucket check to the inhouse guest ledger report; report discrepancies to the Manager.
Process all checkouts.
Resolve any late charges.
Present folio to guest and resolve any disputed charges.
Settle guest accounts.
Retrieve the guest room key from the guest.
Solicit guest comments on their stay.
Process express checkouts.
Handle requests for late checkouts.
Conduct group checkins/outs.
Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
Adhere to all cashiering procedures:
Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
Make change for guests.
Cash guests' personal checks/travelers checks.
Post charges.
Run closing reports.
Count and secure bank.
Complete designated cashier reports.
Balance receipts.
Drop receipts.
Document pertinent information in the log book/ Lotus Notes/Front Desk Checklist.
All other duties as required.

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