Job description

This team member will be responsible for providing a five-star welcome and departure experience to each guest, as well as, serving as ambassadors throughout the guest’s stay. Front Desk Agents make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of hotel amenities and services to them. Front Desk Agents are also responsible for settling guest accounts upon check-out, resolving guest issues and completing special requests. They work closely with all hotel departments especially our Housekeeping, Maintenance and Sales teams.

Responsibilities:

• Process guest check-ins and check-outs according to Holiday Inn Express Mission Made Easy to provide outstanding service and Standard Operating Procedures
• Empathetically listen to guest inquiries and provide appropriate responses
• Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
• Block rooms in the computer and follow through on designated requirements
• Pre-register designated guests and prepare key packets
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
• Maintain confidentiality of all guests and hotel information
• Employ attention to detail in order to ensure security of guest room access.
• Understand and execute all accounting standards ensuring accurate settlement of folios, routing of charges and adjustments
• Accommodate room changes expediently
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction
• Generate, print and distribute daily and weekly reports
• Resolve discrepancies on the room status report with Housekeeping
• Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.

Qualifications:

• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
• Ability to accurately and efficiently input information into computer systems
• Ability to work cohesively with co-workers both within and outside of your department
• Ability to compute accurate mathematical calculations
• Ability to think clearly, quickly and make concise decisions
• Ability to prioritize, organize and follow up
• Ability to work well under pressure, dealing with many arrivals and departures within a short period of time
• Ability to stand for entire shift
• Previous customer service experience preferred
• Previous hotel front desk experience not necessary
• Previous cashiering experience is preferred

Job Type: Full-time

Pay: $12.00 - $13.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Weekend availability

Ability to commute/relocate:

• Oklahoma City, OK 73139: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location

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