Hotel Front Desk Clerk - Amarillo, United States - Holiday Inn Express and Suites - Amarillo TX

Description

We're looking for a positive and professional hotel front desk agent to deliver an exceptional experience to every guest at our hotel.

You'll welcome guests, manage their information, distribute their keys and room assignments, and answer any general inquiries to ensure they have an excellent stay with us.

• Greets, registers, and assigns rooms to guests.
• Handles confidential information, including guest records, with a high degree of integrity.
• Promptly and effectively deals with guest requests and complaints.
• Answers and routes call as appropriate; takes guest messages with accuracy.
• Responsible for cash drawer contents and transactions during shift.
• Maintains accurate records including cash flows, registration cards, reservation cards, and property walks.
• Answers inquiries pertaining to hotel services, registration of guests, and travel directions.
• Assists with sales and marketing efforts as directed by the General Manager and Director of Sales.
• Offers and properly handles requests for wake-up calls.
• Records pertinent guest information in the pass-on log.
• May assist in replenishing breakfast items as needed and keeping the breakfast area clean.
• Ensures common area/lobby is clean.
• Performs laundry functions as directed.
• Other duties as assigned.

• Requires the ability to read, write, and speak the English language.
• Ability to identify and resolve problems in a timely manner; develops alternative solutions and uses reason even when dealing with emotional topics.
• Ability to manage difficult or emotional customer situations; including the ability to respond promptly to customer needs and requests for service and assistance.
• Ability to maintain a high level of professionalism; treats others with respect and consideration regardless of their status or position.
• Knowledge of and ability to appropriately interpret and follow policies and procedures.
• Knowledge of and ability to adhere to safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.
• Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written.
• Skill in the use of personal computers and related software applications.
• Ability to meet the demands of the work schedule, to be at work and on time. May occasionally require the ability to work outside of regularly scheduled hours. Schedules may vary based on business needs.
• Work with the housekeeping staff to ensure rooms are ready for new guests
• Welcome, register, check-in, and check out guests staying at the hotel, provide keys and room numbers, and record credit card information
• Field customer complaints when necessary

• Take incoming calls, online and in-person room bookings requests, and answer questions about guests' needs involving room rates, available rooms, amenities, rewards programs, and special requests

• High school or equivalent (Preferred)

• Exhibits working knowledge of Microsoft Office and reservation management systems
• Well-versed in taking telephone calls and handling stressful situations
• At least one year of hospitality industry experience as a hotel front desk agent or similar position preferred
• High school graduate, GED recipient, or equivalent
• Displays impeccable interpersonal, time management, organizational skills, and customer service skills