Hotel Front Desk Agent

Front Desk Agent

Join our team! The Front Desk Agent is responsible for providing exceptional guest service while assisting with hotel operations. This role supports the guest experience by efficiently handling check-ins and check-outs, reservations, guest requests, phone calls, and front desk operational duties while providing a welcoming and personalized experience for our guests while complying with all Westlake Village Inn policies.

General Responsibilities:

• Checks guests in and out in an efficient and friendly manner, ensuring accuracy of room charges and guest information. Checks guests out of the hotel ascertains guests' satisfaction, posts late charges, and presents bills to guests. Processes guest payments, including credit card and cash transactions, while maintaining accuracy and proper cash-handling procedures.
• Maintains a balanced bank assigned by the hotel. Makes changes and issues paid outs reconciling all transactions at the close of each shift.
• Handles all areas of the hotels guest interactions and resolves guest concerns while maintaining a positive and professional approach.
• Assists customers in all inquiries in connection with hotel service, hours of operations, key hotel personnel, in-house events, directions, etc.
• Responds to all guest requests in an accurate and timely manner. Interaction with guests will be in person or via telephone.
• Works harmoniously and professionally with co-workers and supervisors
• Accepts reservations, changes, and cancellations in the absence of reservations department staff. Answers telephone calls to the hotel and directs them appropriately
• Coordinates arrivals, departures, and billing requirements.
• Assures that all financial and credit procedures are followed. Follows up on credit issues. Reviews all paid-outs and rebates and direct bill accounts. Checks day shift work to ensure that all transactions are reconciled with proper approvals
• Takes action in all matters related to the safety, security, satisfaction, and well-being of hotel guests and employees. Responds swiftly and effectively in any hotel emergency or safety situation.
• Utilizes Hotel computer system to check guests in and out of rooms, run daily reports, run night audit reports, and select and block rooms for arriving guests, and other front desk functions.

Requirements:

Desired Skills and Experiences:

• Minimum one-year experience in a front desk associate, and/or receptionist role.
• Excellent verbal and written communication skills; English
• Friendly, outgoing personality, and strong attention to detail
• Experience using OPERA cloud

• Excellent verbal and written communication skills.

• Excellent interpersonal and customer service skills including dealing with difficult and rude patrons.

• Excellent organizational skills and attention to detail.

• Familiarity with local area with the ability to provide directions and maps to local attractions and destinations.

• Strong communication skills, both written and verbal.

• Exceptional interpersonal skills with the ability to remain calm and professional under pressure.

• Ability to multitask and prioritize effectively in a fast-paced environment.

• Strong attention to detail and organizational skills.

Physical Demands:

• Ability to stand and walk for extended periods of time (typically 8 hours or longer)
• Ability to grasp, finely manipulate with fingers, and hands
• Frequent use of hands, fingers, wrists, and arms for typing, handling check-in materials, and operating the phone or computer systems
• Ability to occasionally bend, lift, carry, push, pull up to 25 pounds

Schedule:

• Part-time schedule
• Night availability required
• Weekend availability required
• Holiday availability required
• Must have flexibility based on hotel operational needs

Experience:

• Receptionist: 1 year (Preferred)
• OPERA Cloud: 1 year (Preferred)
• Hospitality: 1 year (Required)

Equal Employment Opportunity:

The Westlake Village Inn & Spa is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment and prohibits discrimination and harassment of any type without regard to race, color, national origin, sex, gender identity, gender expression, sexual orientation, age, disability, religion, pregnancy, genetic information, protected veteran status, or any other legally protected characteristic under federal, state, or local laws. * Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this position at any time. This job description is not intended to be a complete list of all responsibilities, duties, or skills required and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.