Hotel Front Desk/PBX Agent

BASIC PURPOSE: Check-in and check-out guests and respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs and LSOPs.

ESSENTIAL FUNCTIONS

Handle guest registration and room assignments, accommodating special requests whenever possible. Pre-register, block reservations, and take same-day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies. Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner.

Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc. Cancel room reservations according to procedures. Walk customers in a professional and courteous manner according to procedures. Working in the PBX department.

NON-ESSENTIAL FUNCTIONS: Inventory guest room keys according to policy and request re-keying as necessary. Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservations. Verify registration cards against the computer to ensure accuracy of name, type of payment, rate, and market segment.

Knowledge and Skills: Education: High School education or equivalent experience. Experience: Experience required by the position is from three months to one full year of employment in a related position with this Company or other organizations. Skills and Abilities: Requires a working knowledge of the Front Desk aspect of Marriott’s/Columbia Sussex’s services, policies, or operations and a general knowledge of the hotel.

Working knowledge is generally learned on the job. Requires knowledge of and ability to operate computer equipment and the reservations system. Ability to read and speak English. A second language is preferred. Job Type: Full-time E.O.E.