Front Desk Agent

Company: The Campbell House Lexington, Curio Collection by
Location: Lexington
Posted on: May 25, 2023

Job Description:

The Campbell House Lexington is looking for a Front Desk Agent to join our team! The Front Desk Agent needs to be dependable, self-motivated, and have the drive to provide outstanding customer service and support to all guests.

As a Front Desk Agent, you will welcome our guests to the hotel. Your welcoming smile and charming personality will overcome any traveling obstacle our guests may have encountered on their way to us. From the friendliest of guests through the most challenging service opportunities, your smooth demeanor and ethical work habits will provide a comforting welcome for all involved. You will provide our guests with the information needed to enjoy all of the amenities the hotel has to offer.

This position earns a competitive wage. We also offer excellent health, dental, and vision benefits. If this sounds like the right career opportunity in human services for you, apply today!

ABOUT THE COMPANY

The Campbell House Lexington - Curio Collection by Hilton is a gem located in the rolling hills of Kentucky. Our recent renovation has enhanced the classic elegance and southern charm while maintaining the rich history of the boutique hotel.

Campbell House is just one part of Musselman Hotels! Musselman Hotels in the business of taking care of people. To do this properly, we have to understand it as a concept, know it in practice, and believe it as a team and as individuals. It has to be part of our DNA as a company, it has to be the essence of our culture, and it has to start at the top. Our philosophy is simple. If we treat our managers right, they will treat their associates right, and the associates will treat our guests right.

We strive to continually delight our guests by exceeding their expectations of service and total customer satisfaction. We believe this can be achieved by the exceptional talents of our associates. By combining these efforts with an individualized approach to each and every property, we expect to hold a leadership position within the marketplace. The net effect of our performance must be to achieve the highest level of profitability and maximum performance for our investors. "Once you work for Musselman Hotels, you become family."

ESSENTIAL TASKS

• Greet all customers who approach the Front Desk in a smiling, friendly
• Check-in arriving guests in the most efficient manner possible, following all established procedures and policies.
• Check-out departing guests in the most efficient manner possible, following all established procedures and policies.
• Review arriving reservations for the day early in the shift, checking for special requests, VIP's, etc., assigning rooms as necessary.
• Pre-register groups that have requested pre-registration.
• Count cash drawer at the beginning and end of each shift. Prepare shift deposit accurately, following standard procedures.
• Have a complete understanding of all aspects of the MICROS cash register operation.
• Compare housekeepers report with the folio bucket at the beginning of the PM Shift or when Housekeeping is finished for the day.
• Enter all wake up calls accurately.
• Record messages and receive mail for arriving and in-house guests. Ensure that message lights are turned on and off as necessary.
• Check all guest folios during each shift, checking for potential credit problems. Ensure that all guests have either sufficient cash balances or authorized credit cards to cover expected charges. Take steps to notify cash customers who have used their credit balances to come and pay on their accounts.
• Record future reservations for any guest by phone or in person, following all standard procedures. Always check for sold-out dates before promising availability.
• Handle complaints efficiently and courteously. Listen carefully to the guest's problem. If possible, take immediate personal responsibility to correct the problem. If you cannot correct the problem with available resources, notify your supervisor or the General Manager immediately. Always report the nature of the complaint to the General Manager so that an apology letter or other steps may be taken.
• Post phone charges promptly. Post any other charges incurred by guests during your shift using standard procedures.
• Take each available opportunity to up-sell arriving guests to the highest-rated room.
• Coordinate with Housekeeping on room statuses frequently during the day, transmitting check-out rooms to Housekeeping and receiving ready rooms from Housekeeping.
• Complete Housekeeping Report on PM Shift. Accuracy is very important.
• File folios, RG cards, and reservations cards as necessary.
• Be knowledgeable about scheduled groups and meetings. Take time to read function sheets and reservations in order to be completely familiar with them.
• Maintain fresh coffee in the lobby at all times.
• Coordinate with Maintenance on any guest reported or observed problems.
• Answer the telephone efficiently and pleasantly within three rings and with correct phrasing. Determine the nature of the call and transfer to the proper extension.
• Complete shift checklist before the end of the shift.
• Send and receive faxes as needed.
• Log all reservations in the reservations log for your shift.
  QUALIFICATIONS
  
  • High school diploma
  • Some customer service experience required
  • Hilton Front Desk experience preferred (not required)

Keywords: The Campbell House Lexington, Curio Collection by , Lexington , Front Desk Agent, Sales , Lexington, Kentucky