Front Office Agent

Front Desk Agent

The 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 Responsibilities

Safety and Environmental Performance

• Ensuring that all applicable safety regulations are communicated and adhered to by personal example
• Support full hotel compliance with safety rules to further our goal of zero (0) accidents and encouragement of reporting and correcting near misses
• Adhere to SOPs and other work procedures as required to ensure guest satisfaction and consistent service is delivered to our patrons
• Immediately report all injuries to Loss Prevention, as well as the manager on duty

Work Requirements

• Support the vision, mission, and service standards of the Crowne Plaza Hotel by providing positive, consistent service that exceeds guest expectations
• Process all guest check-ins, check-outs, room assignments, and room change or late check-out requests
• Secure payment; activate/reissue room keys; and document exceptions
• Verify and/or adjust billing for guests
• Clear departures in the computer system
• Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day
• Maintain positive guest experiences at all times
• Coordinate with Housekeeping to track room status and guest concerns
• File guest paperwork or documentation
• Run and check daily reports, contingency lists, and credit card authorization reports
• Supply guests with directions and information
• Answer, record, and process all guest calls, requests, questions, or concerns and follow up to ensure guests' satisfaction
• Arrange transportation for patrons
• Count and secure the internal bank at the beginning and end of the shift
• Cash guests' checks, process all payment types, vouchers, paid-outs, and charges, providing change when applicable
• Accept and record wake-up call requests; deliver to Call One
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
• Assist PBX with switchboard duties
• Assist with Reservations calls. Handle all Reservation calls after 5 p.m.; process, record, and follow up on any details relative to such
• Provide 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 satisfaction
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas
• Answer department telephone within 3 rings, using the correct greeting and telephone etiquette
• Promote a positive experience to all individuals approaching the Front Desk
• Other duties as assigned

Qualifications

• High School Diploma or GED
• 2 years of customer service experience, preferably in the hospitality industry
• Basic computer and math skills
• Professional telephone etiquette and office skills
• Excellent oral and written communications skills
• Fluency in English with preferred experience in a foreign language
• Ability to input and access information in the property management system/computers/point of sales system
• Ability to type proficiently
• Ability to suggestively sale
• Ability to analyze and solve problems

Working Conditions

• Performing under various temperature conditions
• Heavy lifting
• Standing for extended periods
• Walking long distances
• Under variable noise levels
• Around dust and mite hazards
• Around fumes and odor hazards
• Around chemicals
• Required to wear a company-provided uniform when applicable
• Working around moving machinery/heavy equipment
• Slippery and uneven walking surfaces

Physical Requirements

The 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 regularly
• Must be able to move safely over uneven or slippery surfaces in confined spaces
• Must be able to see and respond to dangerous situations
• Remain in a stationary position for 8 hours throughout the work shift
• Must have a good sense of balance, be able to bend and kneel
• Must have the ability to communicate with guests, management, and co-workers using verbal and written forms of communication

Crowne 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.