Front Desk Guest Service Agent

It is the primary responsibility of the Front Desk Guest Agent to sell and assign rooms, register guests, receive cash and credit payment and provide guest service. All duties are to be performed in accordance with hotel policies, practices and procedures.

• Maintain a professional appearance and have excellent communication.
• Responsible for entering guest’s name, address, email and all other required information into the Property Management System
• Responsible for registering and assigning rooms to guests.
• Provides quotes for room rates and up sells the guest when possible.
• Controls and issues keys to rooms and assists in coordinating of the Front Desk and the Housekeeping Department.
• Enroll all eligible guests into the hotel points program.
• Verifies that the correct charges and credits are posted the corresponding guest folio
• Collects payment for charges on the guest folio.
• Ensure all cash and equivalents are accounted for and balanced at the beginning and end of each work shift.
• Responds to guest inquiries related to the property and Las Vegas.
• Maintain guest relations in a positive manner; Resolves guest issues within scope of authority, otherwise refers the matter to the appropriate manager.
• Maintains a calm, supportive demeanor in rare but urgent situations.
• Perform all other job related duties as requested.

When working the night audit shift, the Night Auditor is to conduct all nightly audit-related duties while providing guest service at the hotel’s registration desk. Audit responsibilities include nightly balancing duties, reconcile charges, perform backup and close out procedures and generate reports. While completing these duties the Night Auditor will attend to guest needs, including check-in/check-outs, issuing keys, reservations, safe deposit boxes, process payments, and provide guests information and additional services as needed. Provide exemplary service to ensure guest satisfaction.

• At least 1 year of continuous hotel guest service experience, offering excellent customer service, preferably in the hotel industry.
• Must have sound judgment and discretionary skills and be able to work with little or no supervision.
• Must be able to work any shift, weekends, holidays, and overtime as needed.
• Ability to be flexible in supporting other tasks, as needed.
• Ability to stand and walk for an extended period.
• Ability to work collaboratively with others.
• Patience and ability to maintain a busy lobby pace.
• Strong “people” skills: be able to build instant rapport with incoming guests, have a welcoming/smiling demeanor.
• Able to effectively communicate in English, in both written and oral forms.
• Professional appearance and demeanor.
• High School diploma or equivalent.
• Must be proficient in the use of common Windows based computer programs, including Word and Excel and ability to accurately type 25WPM.

Job Types: Full-time, Part-time

Experience:

• Hotel Customer Service: 1 year (Required)