Front Desk Agent at The Dunhill Charlotte - Summit Hospitality Group

Description

Daily operations consists of guest interaction by recording and communicating guest special requests and problems to appropriate department to ensure that they have been addressed in a timely and professional manner.

• Two (2) years previous experience as a Front Desk Rep. for a name brand hotel chain; preference for Marriott, Hilton, and Hyatt
• Strong leadership skills
• Excellent oral and written communication skills
• Demonstrated planning and organizational ability
• Able to prioritize and quickly change direction as needs arise
• Working knowledge of FOSSE, Microsoft programming, Excel, Clover, and Micros Restaurant Management System
• Able to diagnose and repair simple computer problems
• Skilled in math and able to operate a 10 key by touch

• Provide Customer Service to guests in an intelligent and professional manner
• Run shift reports/journals from Front Office Systems
• Prepare daily arrivals/departure reports with a strong focus on guest requests.
• Makes corrections and adjustments and handles all computer problems that might occur throughout the shift
• Reviews and corrects discrepancies in the Front Desk System
• Ensures complete guest satisfaction
• Completes Guest registration process
• Must be familiar with computer systems for Guest reservation information processing
• Must verify and imprint Guest credit cards for authorization
• Must be well versed in cash handling and accurately balance house bank
• Assigns guests rooms based upon preferences and availability
• Drives the Revenue Management process by selling rooms at various rates
• Handles Guest issues and concerns in a tactful manner and works to achieve a satisfactory resolution
• Answers questions in regards to hotel facilities and services
• Answers the telephone and books reservations
• Answers Guest inquiries for local directions/events
• Recommends local area restaurants, points of interest, or needs for transportation
• Maintains cleanliness of front desk, lobby, and back office
• Follows up promptly with Guest check-ins, complaints, and other requests
• Interacts in a professional manner with other departments and employees to ensure a good working relationship and hospitable atmosphere for Guests
• Understands all Emergency procedures for incidents, accidents, fire, safety, or criminal activity
• Participates in Hotel Safety Committee
• Ensures the Quality Standards for the hotel brand and Summit Hospitality Group are maintained for Property, Product, and People
• Duties are subject to change and additional duties may be assigned as needed by the manager on duty
• Able to drive Company's Vehicle for Guests Transportation to/from
• Assists with setting up meeting rooms

• Flexible work schedule including weekends; this position is referred to as first or second shift.
• Able to lift 50 lbs
• Valid Driver's license
• Sitting, standing, reaching, and bending for extended periods of time