Crestline Hotels & Resorts

  • Front Desk Clerk/Service Express Agent (Part-time)

    Job Location US-VA-Virginia Beach
    Posted Date 6 days ago(5/15/2018 12:43 PM)
    ID
    2018-19684
    Hotel Name
    Westin Virginia Beach
    Type
    Part-Time
    Bonus/Incentive Pay
    Not Applicable
  • Overview

    The Westin Virginia Beach Hotel is looking for a dynamic individual to join the team. Located in the heart of Town Center, the Westin is a 236 guest room hotel serving the upscale guest.  The Westin Virginia Beach, a Starwood franchise, prides itself on creating a safe and challenging work environment that allows all employees to flourish. It is our pleasure to invite you to apply for the following position:

     

    • Front Desk Agent/Service Express - Full-time 

     

    The Front Desk Clerk is responsible for assisting guests with check-in and check-out, answers and processes all phone calls received, plus handles all special requests for services or information, in accordance with standard policies and procedures.

    The Service Express Agent provides prompt, courteous and efficient handling of all incoming calls and assistance for

    outgoing calls which transpire through PBX. This position also plays an integral part in assisting with

    emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate

    assistance. Ideal candidate will have at least one year of experience in a similiar role

     

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

    Responsibilities

    Front Desk duties:

    • Resolve guest complaints, ensuring guest satisfaction.
    • Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
    • Maintain positive guest relations at all times.
    • Resolve guest complaints, ensuring guest satisfaction.
    • Maintain complete knowledge at all times of: a) all hotel features/services, hours of operation. b) all room rates, special packages and promotions. c) daily house count and expected arrivals/departures. d) scheduled daily group activities.
    • Obtain assigned bank and ensure accuracy of contracted monies.
    • Keep bank secure at all times.
    • Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
    • Process all guest check-ins.
    • Verify registration card information with the guest.
    • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
    • Direct Bell Person to escort guest and transport their luggage to the room.
    • Handle overbooked or walked in guests.
    • Accept and record wake-up call requests.
    • Monitor, send and distribute guest faxes.
    • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
    • Resolve discrepancies on the room status report with Housekeeping.
    • Match the bucket check to in-house guest ledger report; report discrepancies to Manager.
    • Process all check-outs.
    • Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.

    Service Express duties:

     

    • Maintain complete knowledge of: a) scheduled daily activities b) in-house groups c) hotel extensionnumbers d) beeper number/radios carried by hotel personnel e) all special requests (DND, screencalls, NRG, etc.) f) hours of operation of each outlet g) features and services provided by the hotel
    • Set up work station with necessary supplies and resource materials.
    • Secure headset to console and log onto system.
    • Access all functions of system.
    • Accommodate all telephone, beeper and page requests in a congenial manner within minutes ofrequest.
    • Respond to all incoming telephone calls within 3 rings, using proper salutation and closing Routecallers to requested guest or hotel personnel/department.
    • Place calls on "hold".
    • Monitor busy lines; check back with caller on hold to update status and offer to take a message.
    • Monitor unanswered lines; return to caller after rings to update status and offer to take a message.
    • Take, record and relay messages accurately, completely and legibly.
    • Activate/deactivate guest room message light accordingly; distribute hotel personnel/departmentmessages to designated location.
    • Activate voice mail system for each arriving guest within minutes of check-in.
    • Offer callers detailed information on voice mail system.
    • Access system to print guest messages on PBX printer and contact Bell Stand for delivery.
    • Accept, record and deliver wake-up calls. * Provide callers with accurate information on hotel facilities and services.
    • Accept and process all guest requests for: a) Screening calls b) Do not disturb c) Call forwarding d) Conference calls e) Non-registered guest Access system for long distance carrier's foreign language operator. 
    • Update in-house guest list every two hours from main menu.
    • Assist callers with credit card, calling card, collect, overseas and person to person calls. 
    • Allocate designated surcharges, long distance and operator assisted charges to correct guest room billing.
    • Monitor telephone system problems and maintain log of such.
    • Document all guest complaints or problems; notify designated department/ personnel for resolving the situation; follow up to ensure completion and guest satisfaction.
    • Assist in emergency situations as central communication center for hotel. 
    • Handle all reservation calls after p.m. 
    • Process, record and follow-up any details relative to such.
    • Review status of assignments and any follow-up action with on-coming Operator.

    Qualifications

    Education & Experience: 

    • High School Graduate or General Education Degree (GED).
    • One year previous experience in a similar position in a hotel.
    • Basic computer skills required.

    EEO/AA Employer Disclosure

    Crestline Hotels & Resorts is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, or disability status.

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