About this role
To increase guest satisfaction, the Reception Agent must provide efficient, prompt, and courteous service. Greet and assist arriving, departing, and in-house guests, in accordance with The Umstead's guidelines. Responsibilities for this position include:
- Must be able to register, process, and greet customers promptly;
- Checks the daily arrival list and blocks any special requests
- Responds to guest requests for information about the hotel and its surroundings;
- Arranges for special services requested by the guest;
- Stays current with developments in the hotel by reviewing the communication tools
- Arranges fulfillment of guest services by working with Bell staff, Housekeeping, Reservations and Room Service;
- Follows-up and verifies arrivals by updating registration cards in regards to spelling of guests name, address and method of payment;
- Resolves any guest related problems graciously and expeditiously, while simultaneously protecting the interests of both the guests and the hotel
- Is aware, at all times, of current room status and room availability;
- Is fully aware of The Umstead Hotel and Spas service concepts;
- Is fully aware of, and knows how to handle, all current and future hotel promotions;
- Minimizes loss of revenue by adhering to all established credit procedures & monitors customer accounts to insure adherence to hotel credit limits
- Adheres to hotel policies regarding the use of cash banks
- Ensures that guest mail and messages are delivered promptly;
- Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotels guests;
Qualifications
- High School diploma or equivalent required.
- Bachelor's Degree preferably in hospitality or hotel management preferred
- Experience working at luxury property or hotel preferred
- Must be able to operate switchboard, fax, key equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment.
- Communicates effectively with colleagues, guests, and supervisors.
- Ability to work as a team as well as individually.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Tuition reimbursement
- Vision insurance