Front Desk Agent/Night Auditor (weekends required)

Job Description

Job Description

Candlewood Suites Savannah Airport is hiring Front Desk Agents to join our team! If you have customer service experience and want to work in the hospitality field, we would like to speak with you about this exciting opportunity! Apply today for consideration.

Shifts are 7am-3pm, 3pm-11pm, 11pm-7am

Provide excellent guest service in an efficient, courteous professional manner; follow hotel standards of friendly hospitality while adhering to guidelines and procedures. Execute selling strategies to enhance the hotel revenue.

PRE REQUISITES
Front Desk Agents have access to guestrooms and property, character traits of honesty and trustworthiness are essential to this position. Therefore, associates must pass the appropriate security clearance, per company policy.

• Experience in service, sales, telesales or guest relations type of industry is helpful, but not mandatory.

SUMMARY OF ESSENTIAL JOB FUNCTIONS
Must be able to perform major life activities: Standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.

For this position specifically:

• Must be able to push or pull 60 pounds and lift and/or carry 30 pounds.
• Must be able to stand for eight hours, bend, stretch, reach.
• Must be able to see and hear.
• Must be able to speak and read English, the ability to communicate in another language may be helpful.
• Must display professionalism, honesty and trustworthiness at all times.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
Knowledge in:

• Entire property, staff, services, hours of operation, type of rooms, locations, rates, discounts.
• Frequent Stay Program
• Reservations procedures including cancellations and walking guest
• Phone etiquette and answering procedures, be able to answer inquiries of shopping, dining, entertainment and travel directions.
• Daily hotel operations, check daily events, bulletin boards and be up to date on changes, new procedures and events.
• Manager on Duty functions when necessary or as scheduled

Skills:

• Computer literate to thoroughly operate property management system: post charges, compute bills, collect payment and make change.

Abilities:

• Multi task, remain associate and guest service centric.
• Communicate with guests, co-workers receiving and transmitting mail, phone and written messages and relay pertinent information using communication log books.
• Assist with guest issues with professionalism, maintaining hospitable attitude.

SPECIFIC RESPONSIBILITIES

• Know and live the mission and values of the hotel brand and company.
• Directly responsible for overall guest satisfaction during every interaction from confirmed reservation to the guest departure.
• Maintain a friendly and helpful attitude at all times.
• Greet every guest with a smile at 10 feet and a verbal greeting at 5 feet.
• Answer the phone within three rings with a smile and approved greeting.
• Apply appropriate problem handling method(s) to quickly and efficiently resolve any guest issues.
• Respond to in-house guest requests within 15 minutes unless otherwise specified by guest.
• Handle guest mail, messages and safe deposit boxes as outlined in additional policy.
• Effectively operate the hotel computer system or property management system.
• Develop a thorough knowledge of hotel staff, services, room locations, room rates, amenities, and hotel surroundings (i.e. shopping, restaurants, and medical facilities)
• Possess a working knowledge of hotel reservation and cancellation procedures.
• Ensure guest reservations have full and accurate contact information.
• Know guest loyalty program and accurately represent the brand’s membership benefits.
• Administer existing member’s benefits according to brand standard.
• Recruit new loyalty program members.
• Monitor room availability, selling strategies, and rate discounts.
• Knowledge of current package rates, group rates, local and national negotiated rates.
• Execute group reservations, manage blocks and cut off dates.
• Communicate with colleagues in all departments to meet needs of guests.
• Follow all cash handling procedures including the hotel credit and check cashing procedures.
• Open and close shift correctly. Make cash drops in accordance with proper cash handling procedures to ensure rotating banks stay at predetermined amount.
• Count bank at beginning and end of shift. Report all cash over/shorts to management. Comply with hotel and department accounting procedures.
• Knowledge of multiple different payment methods and billing procedures of guest reservations.
• Wash, dry, fold and bundle hotel linens and towels during down times and/or as needed.
• Maintain complimentary coffee bar.
• Complete shift work checklist as assigned.
• Must successfully complete education related to assigned duties and role.
• Other duties as assigned.

WORKING CONDITIONS/SPECIAL REQUIREMENTS
Standing, walking for long periods of time while maintaining a friendly professional image. Where applicable, follow approved laundry procedures, ensure understanding of operation of washers and dryers. Assist with folding linen according to proper standards.

POSITIONS FOR POSSIBLE ADVANCEMENT
The next step for this position is in a training capacity. The ability to teach skills and competencies will enhance leadership skills in preparations for further promotion. Once that is achieved, the individual may be considered for an supervisory or management position should one become available.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time as needed.

At Candlewood Suites®, we believe the world would be a better place if everyone had the personal and physical space to create a sense of normalcy when travelling for a long period of time. Our guests have come to depend on us for reliable services and amenities that support their independent ways. It’s our mission to provide your space to settle in.

Company Description

At Candlewood Suites®, we believe the world would be a better place if everyone had the personal and physical space to create a sense of normalcy when travelling for a long period of time. Our guests have come to depend on us for reliable services and amenities that support their independent ways. It’s our mission to provide your space to settle in.