Front Desk Agent

Front Desk Agent

The Manchester Hotel in Lexington Kentucky is seeking a Front Desk Agent to provide a superior experience. This position reports directly to the Front Office Manager and is responsible for knowing all property services and amenities, welcoming guests, checking guests in and out, and coordinating guest experience prior to arrival. We are currently accepting applications for both part and full-time positions.

Responsibilities include:

• Responding in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.
• Greeting and completing established check-in procedures for arriving guests daily, using both manual and computerized methods, to ensure guests are satisfied and in rooms as requested.
• Facilitating guest departure (check-out) daily by following established manual and computer procedures to close guest accounts and open the room for the next sell.
• Calculating and/or posting monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Answering inquiries and accepting reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintaining good customer relations by keeping abreast of all in-house and area functions to answer questions and concerns with timely and knowledgeable responses, in person and on the telephone.
• Controlling cash transactions at the front desk and maintaining complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintaining a friendly, cheerful and courteous demeanor always.
• Processing all guest mail, messages and faxes, receiving, sorting, notifying and distributing to guests to ensure the information is received by the guests in the most timely and accurate method possible.
• Staying up to date on gift shop merchandise, providing guests with information and processing gift shop sales.
• Aiding other employees and departments to contribute to the best overall performance of the department and the hotel.
• Performing other duties as assigned, requested or deemed necessary by management.

Qualifications include:

• Knowledge of standard cash handling procedures and computerized cash register systems.
• Fluency in English.
• Ability to understand and follow verbal/written instructions, work on more than one task at a time, and communicate both verbally and in writing.
• Ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Highly organized with attention to minute written and verbal details, particularly when performing multiple tasks.
• Must pass a background check.