Bedford, New hampshire
Front Desk Agent Job Opening in Bedford, New hampshire - POSITION SUMMARY: To ensure a comfortable, caring, and consistent stay by providing Country Inn guests with a warm welcome and providing efficient and effective front desk service in accordance with brand DUTIES AND RESPONSIBILITIES:
Receives and processes incoming guests
Ensure a delightful, seamless arrival and departure for our guests.
Greets guest and processes hotel registration and other transactions
Keeps current on hotel accommodations, services and local attractions
Handles all guest compliments, comments, observations and challenges in a timely manner to effectively achieve full guest satisfaction
Records resolutions to guest complaints on the ?Make it Right? log
Works with other departments as appropriate to arrange for services requested by the guest
Stays current with developments in the hotel by reviewing and updating the communication log
Prepares end of shift summaries and communications for management and other shifts
Encourages day to day up selling of guest accommodations and promotes hotel amenities, food & beverage outlets, hotel services and loyalty program
Makes reservations in accordance with hotel?s yield management practices
Processes customer credit at check-in in accordance with hotel policy and data privacy policy standards
May be responsible for answering and fielding all calls to the hotel, both internal and external
Identifies and records special billing instructions and notifies Accounting
Obtains appropriate approvals and signatures for guest transactions
Follows hotel policy on cash banks
Maintains confidentiality of guest information
Aligns with the ?Be Our Guest? service standards to build and reinforce skills that create a lasting service culture that provides caring, comfortable and consistent experiences.
Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
Provides genuine hospitality and teamwork on an ongoing basis
Assumes the responsibility to notice when the guest is not satisfied and works to resolve
Performs other duties required to provide the service brand behavior and genuine hospitality
REQUIREMENTS:
Ideal candidate will have a minimum of 1 to 2 years of hotel front desk experience, other hotel experience or experience in a customer service environment
Experience in Opera system preferential
Strong verbal, written and interpersonal skills
Works well independently or as part of a team
Strong attention to detail
Commitment to exceptional guest service
Ability to maintain a positive and professional attitude when handling all situations
Adhere to the policies and procedures of the hotel
Ability to work a flexible schedule including holidays and weekends
Working knowledge of computer and math skills.
PHYSICAL DEMANDS:
Ability to stand, stoop or bend for entire shift
Ability to lift up to 20 pounds
Job Type: Full-time
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