Front Desk Agent

Home2Suites•Philadelphia, PA

11d

About The Position

Wurzak Hotel Group is looking for an experienced Front Desk Agent to support the Guest Service Department at our gorgeous property, HOME2 Suites Philadelphia Convention Center. The Front Desk Agent greets guests, processes check-ins and checkouts, issues room keys, answers questions, and resolves guest requests in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations. Processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures. Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management. We are looking for someone with personality, experience, and drive to contribute to the continued success of this luxury property. General Process guest check-ins and room assignments following the hotel’s rate structures, discounts and sell/upsell strategies. Accommodate special requests when possible. Process check-in/check-out and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures. Answer inquiries about hotel services, in-house events, directions, local attractions, etc. Assist guests with check cashing, safety boxes, additional guest room keys, transportation, etc. If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands. Pre-register, block reservations and, as appropriate, take same day and future reservations. Cancel room reservations according to policies and procedures. Ensure release of any Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations. On time and at work when scheduled and in proper uniform. Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested. Consistent professional and positive attitude and actions when communicating with guests and associates. Ensure maintenance problems are promptly reported through proper channels. Comply with all company policies and procedures. Practice safe work habits and comply with sanitary, safety, security and emergency procedures. Write shift reports including reports on any incidents of theft, accidents or injuries when assigned. Check with manager/supervisor before leaving work area for any reason. On time and at work when scheduled, and in proper uniform. Attend department meetings as scheduled. Respond to guest requests, concerns and problems to ensure guest satisfaction. Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken. Any other tasks/duties as requested by management.

Requirements

High school education or equivalent experience
One to two years of customer contact experience
On time and at work when scheduled and in proper uniform

Nice To Haves

Guest service, basic accounting, and familiarity with hospitality industry practices preferred

Responsibilities

Greets guests
Processes check-ins and checkouts
Issues room keys
Answers questions
Resolves guest requests in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations
Processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures
Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management
Process guest check-ins and room assignments following the hotel’s rate structures, discounts and sell/upsell strategies
Accommodate special requests when possible
Answer inquiries about hotel services, in-house events, directions, local attractions, etc
Assist guests with check cashing, safety boxes, additional guest room keys, transportation, etc
Walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands
Pre-register, block reservations and, as appropriate, take same day and future reservations
Cancel room reservations according to policies and procedures
Ensure release of any Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations
Perform special projects and other responsibilities as assigned
Participate in task forces and committees as requested
Ensure maintenance problems are promptly reported through proper channels
Comply with all company policies and procedures
Practice safe work habits and comply with sanitary, safety, security and emergency procedures
Write shift reports including reports on any incidents of theft, accidents or injuries when assigned
Attend department meetings as scheduled
Respond to guest requests, concerns and problems to ensure guest satisfaction
Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken
Any other tasks/duties as requested by management