Front Desk Agent

Overview: A Kolter Hospitality Front Desk Agent delivers service excellence to our guests creating a comfortable and welcoming environment. This position is responsible for processing check-ins and check outs, issuing room keys, and resolving guest issues with complying with all Kolter Hospitality standards, policies and procedures.

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Performance Expectations:

1. Assist guests with check in and check out processes through proper handling of guest accounts.
2. Handle all guest requests and or issues while satisfying their needs within acceptable guidelines.
3. Inform guests of hotel services, features, and room amenities.
4. Welcome the guest by name whenever possible.
5. Follow the hotel’s rate structures, discounts and sell/upsell strategies.
6. Performs cashiering tasks like bill/invoice settlement, posting charges, adjustments, etc.
7. Know and carry out specified duties in response to fire alarm, guest medical emergency and security threats.
8. Cancel room reservations according to policy.
9. Work with other departments and facilitate professional communication.
10. Report any items in need of repair.
11. Follow all safety procedures while working.

Behavioral Expectations:

Be effective and innovative in handling and solving problems in the workplace.

Remain positive and helpful while working in a fast-paced environment.

Committed to the success and growth of the company.

Act honorably, even when no one is watching.

Eagerness to grow and/or develop within the company.

Passionately provide personalized guest service.