Front Office Agent

Front Desk AgentThe Front Desk Agent's primary role is to provide a high-level guest experience, ensuring personalized service is offered to every guest. This role will check guests in and out of their rooms and resolve issues tactfully and thoughtfully.Essential Job Functions and ResponsibilitiesSafety and Environmental PerformanceEnsuring that all applicable safety regulations are communicated and adhered to by personal exampleSupport full hotel compliance with safety rules to further our goal of zero (0) accidents and encouragement of reporting and correcting near missesAdhere to SOPs and other work procedures as required to ensure guest satisfaction and consistent service is delivered to our patronsImmediately report all injuries to Loss Prevention, as well as the manager on dutyWork RequirementsSupport the vision, mission, and service standards of the Crowne Plaza Hotel by providing positive, consistent service that exceeds guest expectationsProcess all guest check-ins, check-outs, room assignments, and room change or late check-out requestsSecure payment; activate/reissue room keys; and document exceptionsVerify and/or adjust billing for guestsClear departures in the computer systemAnticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of dayMaintain positive guest experiences at all timesCoordinate with Housekeeping to track room status and guest concernsFile guest paperwork or documentationRun and check daily reports, contingency lists, and credit card authorization reportsSupply guests with directions and informationAnswer, record, and process all guest calls, requests, questions, or concerns and follow up to ensure guests' satisfactionArrange transportation for patronsCount and secure the internal bank at the beginning and end of the shiftCash guests' checks, process all payment types, vouchers, paid-outs, and charges, providing change when applicableAccept and record wake-up call requests; deliver to Call OneCommunicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)Assist PBX with switchboard dutiesAssist with Reservations calls. Handle all Reservation calls after 5 p.m.; process, record, and follow up on any details relative to suchProvide Concierge service when no Concierge is available.Assist in other Front Office areas as assigned.Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.Resolve guest complaints, ensuring guest satisfactionMonitor and maintain cleanliness, sanitation, and organization of assigned work areasAnswer department telephone within 3 rings, using the correct greeting and telephone etiquettePromote a positive experience to all individuals approaching the Front DeskOther duties as assignedQualificationsHigh School Diploma or GED2 years of customer service experience, preferably in the hospitality industryBasic computer and math skillsProfessional telephone etiquette and office skillsExcellent oral and written communications skillsFluency in English with preferred experience in a foreign languageAbility to input and access information in the property management system/computers/point of sales systemAbility to type proficientlyAbility to suggestively saleAbility to analyze and solve problemsWorking ConditionsPerforming under various temperature conditionsHeavy liftingStanding for extended periodsWalking long distancesUnder variable noise levelsAround dust and mite hazardsAround fumes and odor hazardsAround chemicalsRequired to wear a company-provided uniform when applicableWorking around moving machinery/heavy equipmentSlippery and uneven walking surfacesPhysical RequirementsThe physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.Must be able to lift and carry or otherwise move 25 pounds regularlyMust be able to move safely over uneven or slippery surfaces in confined spacesMust be able to see and respond to dangerous situationsRemain in a stationary position for 8 hours throughout the work shiftMust have a good sense of balance, be able to bend and kneelMust have the ability to communicate with guests, management, and co-workers using verbal and written forms of communicationCrowne Plaza Hotel - Louisville Airport is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.