Front Desk Agent - San Diego, United States - Legacy Resort Hotel & Spa

Description

The Front Desk Agent greets, checks-in and checks-out guests and responds to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all Legacy high standards of quality.

This position is based out of the Legacy Resort Hotel and Spa in San Diego, CA. Must maintain confidentially and be able to work the assigned schedule.
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Must have one-year front desk experience to qualify for this position._


PRIMARY RESPONSIBILITIES:

• Greets customers immediately with a friendly and sincere welcome. Handles guest registration and room assignments, accommodating special requests whenever possible. Uses a positive and clear speaking voice, listens to understand requests, responds with appropriate action and provides accurate information such as outlet hours, campus events and local attractions.
• Completes the registration process by inputting and retrieving information from the hotel computer system, confirming pertinent information including number of guests and room rate. Promotes Hotel's marketing programs. Codes electronic keys. Nonverbally confirms the room number and rate. Provides welcome folders containing room keys, certificates, and coupons. Requires continual standing and movement throughout from office area.
• Verifies and imprints credit cards for authorization using electronic acceptance methods. Handles cash, makes change and balances an assigned house bank. Accepts and records vouchers, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates. Performs accurate, moderately complex arithmetic functions using a calculator. Posts charges to guest rooms and house accounts using the computer. Handles guest checkins/checkouts in accordance with hotel credit/cash handling policies in an efficient and friendly manner.
• Answers the telephone promptly using positive and clear English communication. Inputs messages into the computer; retrieves messages and communicates the content to the guest. Retrieves mail, small packages and facsimiles for customers as requested.
• Preregisters, block reservations and takes same day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies. Cancels room reservations according to procedures.
• Resolves customer complaints; assists customers in all inquiries in connection with hotel services, inhouse events, directions, local attractions, etc.
• Implements programs and supervises the daily operations of the Front Office to comply with the Company's standard operating procedures, maximize revenues and motivate employees to ensure an optimal level of quality service and hospitality are provided to the hotel guests.
• Reviews VIP reservations, amenity orders, and resumes for incoming and inhouse guests. Updates the computer system by inputting inventory and noninventory groups.
• Assists with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, Operator and Reservationist.
• Verifies registration cards against computer to ensure accuracy of name, type of payment, rate, and market segment.
• Demonstrates a working knowledge of all hotel safety and security procedures, as required, maintaining a secure and safe environment for associates as well as guests.
• Reports any unusual occurrences and/or requests to their immediate supervisor.
• Completes special projects and other responsibilities as assigned.

ADDITIONAL RESPONSIBILITIES:

Our hotel's primary goal is to provide hospitality and exceed guest expectations for levels of service, quality, consistency and attention to detail — all team members are evaluated against this standard.

A hotel operates 365 days a year, 24 hours a day.

During the course of your scheduled shift, you may be asked to assist in areas of the hotel outside of your typical work areas.

QUALIFICATIONS:

• High School diploma or general education diploma (GED) is required.
• Oneyear experience in a hotel or other customer relations position.
• Experience as a Front Desk Agent for an upscale hotel comparable to the Legacy Resort Hotel and Spa is required.

Working knowledge of Opera PMS is a plus.

• First Aid, CPR and defibrillator certifications preferred.

COMPETENCIES:

• Ability to operate a computer, calculator, phone switchboard/console and printer.
• Good computer knowledge and skills related to hotel software systems as well as MS Office Programs.
• Ability to compile facts and figures with the ability to analyze moderately complex mathematical calculations;
• Requires excellent oral and written communication with ability to communicate information and hotel services to management and guests.
• Must be able to communicate in English; ability to speak additional languages is a plus.
• Must be a positive team player.
• Must maintain a warm and friendly demeanor; maintains composure and objectivity when needed.