Front Desk Agent

Clarion Hotel - Concord is hiring a Front Desk Agent onsite in Concord, CA to support guest arrivals, reservations, and end-of-stay account settlement.

Responsibilities

• Greet and register guests during check-in
• Deliver outstanding guest service throughout the stay and settle guest accounts upon completion of the stay
• Handle reservations, including registering guests and making or modifying reservations
• Perform front desk operator and concierge duties as assigned
• Provide attentive, courteous, and efficient service before arrival and during the stay while maximizing room revenue and occupancy
• Maintain a positive, upbeat personality and a strong commitment to customer service
• Present with a professional appearance and demeanor
• Maintain the highest level of confidentiality in all areas
• Multi-task effectively, stay detail-oriented, and problem-solve to support internal and external customers
• Listen to guest concerns, clarify issues, and resolve complaints professionally and courteously
• Communicate clearly and convey information and ideas effectively
• Recognize and act on safety or loss prevention incidents to reduce damage, injury, and liability risk; follow all company safety and security policies and procedures
• Coordinate with other departments to keep room status current and support timely room repairs
• Use persuasive selling techniques to sell rooms and promote marketing programs
• Complete front desk tasks including guest transactions, balancing reports, cash control, deposits, and processing reservations and credit cards
• Operate the phone system and TDD equipment
• Use shift logbooks and shift reports for effective communication
• Operate basic office equipment
• Apply hotel policies related to cancellation, extended stays, room types and rates, late check-outs, early arrivals, and special requests
• Manage key control by issuing and receiving room keys and master keys
• Process lost and found items according to policy
• Assist with training new staff
• Support a positive, enjoyable work environment
• Maintain an understanding of hotel products and services, including food and beverage and recreation
• Perform other duties as assigned

Requirements

• Ability to multi-task, remain detail-oriented, and problem-solve when working with internal and external customers
• Skills to handle and resolve guest complaints professionally and courteously by listening and clarifying concerns
• Good communication skills and ability to convey information and ideas
• Ability to perform basic math and understand financial information
• Completion of training in security, alcohol, and health and safety
• Ensure OSHA and State and Federal guidelines are followed for chemical, fire, health, and safety
• Keep safety in mind in all tasks
• Basic knowledge to operate computer equipment, including the Microsoft Office suite

Technologies

• Microsoft Office suite
• TDD equipment