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Front Desk Agent
The Abbey Resort
- Garden Grove, California, United States
- Garden Grove, California, United States
About
- Insurance enrollment available from DAY 1!
- Paid time off available from DAY 1!
- Holiday pay available from DAY 1!
- 401(k) enrollment after 30 days!
- Hotel and travel discounts at worldwide destinations!
- Professional development and promotion opportunities!
Front Desk Agents are often the first in-person contact for hotel guests and support the realized and unrealized needs of guests throughout the hospitality experience. Serving as a brand liaison, Front Desk Agents are engaging, attentive, service-oriented, and take a creative approach to problem solving. The primary responsibility of a Front Desk Agent is to deliver and exceed guest expectations, execute brand service standards, resolve challenges, and maintain excellent communication with guests, peers, and supervisors.
What you'll be doing...
- Welcome arriving guests and complete the hotel's arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
- Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
- Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
- Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
- Effectively communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
- Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.
- Always maintain professionalism consistent with hotel brand and company expectations.
- Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
- Use hotel communication log and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.
- If applicable, maintain balance and security of house
Languages
- English
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