Hotel Front Desk/PBX Agent

Job Description

Job Description

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.