We are seeking Front Desk Agents who will assist in the proper execution of Guest
Satisfaction and service standards. Ensuring that hotel guests receive hospitable and responsive service at check-in, during the stay, and upon departure, ensuring guest satisfaction and loyalty.

Shifts are: (3) 3pm-11pm and (2) shifts 7pm-3pm

Front Desk Agent

· Accurate and hospitable handling of guest reservation, check-in, check-out, payment, including credit card and cash handling procedures

· Proficient administration of the hotel's electronic reservation system

· Prompt, friendly response to guest requests or concerns with follow-up to ensure satisfaction

· Compliance with hotel safety programs and procedures, including emergency and security systems

· Ensures that all required documentation (daily reports, checklists, etc.) are completed in a timely manner

· Transmit and receive messages, using telephones or telephone switchboards.

· Contact housekeeping or maintenance staff when guests report problems.

· Make and confirm reservations.

· Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.

· Record guest comments or complaints, referring customers to managers as necessary.

· Advise housekeeping staff when rooms have been vacated and are ready for cleaning.

· Assures that front desk is covered and maintained at all times.

· Reviews arrivals and departures for guest preferences to ensure customer satisfaction.

· Checks guests in and out of hotel and other assistance if needed.

· Provides information and acts as a resource of services to guests or hotel visitors by making restaurant reservations/suggestions, arranging car services, giving directions, etc.

· Responds and acts on guests’ complaints, service or security problems.

· Reviews logbook for any actions or messages passed on by previous shift.

· Performs switchboard responsibilities ensuring that all calls are answered, and all wake up calls are delivered in a timely fashion according to IHG standards.

· Ensures proper backup is attached to the corresponding folios.

· Ensures that all guest charges are posted accurately to the guest folios.

· Runs and verifies pre-audit steps to ensure final update accuracy.

· Reviews the room rate variance report and checks for obvious or questionable rates.

· Balances all credit card and direct bill payments before transferring to city ledger.

· Ensures all interfaces are operational.

· Generates direct billing statements.

· Prints out statements of all bills transferred to city ledger.

· Packages all night audit backup material for review by the hotel accountant.

· Passes on any information gathered during the audit that may be of significance to the hotel accountant via e-mail.

· Handles guest complaints and resolves all guest issues resulting in win-win outcomes.

· Prints and labels registration cards for next day's arrivals.

· Monitors present day availability and house count and take appropriate action as needed.

· Prints reports for start of the business day, for the General Manager, Front Desk and Housekeeping.

· Maintains and accounts for assigned cash bank and front office cash record.

· Understands Opera, IHG, product and brand identity and upholds all service procedures and communication standards as outlined by brand Standard Operating Procedures.

· Trains on and executes all applicable IHG Standards and Operating Procedures.

· Performs miscellaneous duties as required.

Experience and Qualifications:

· Previous Hotel Front Desk experience.

· High School diploma.

REQUIREMENTS

· Previous Front Desk Experience preferred.

Experience with OPERA preferred but not required

Job Type: Full-time

Job Type: Full-time

Pay: $15.50 - $16.00 per hour

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Overnight shift

Ability to commute/relocate:

• Cooperstown, NY 13326: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person

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