Front Desk and Night Auditor

Full-time - Entry Level

San Antonio, TX

Accommodation

About the position

The Front Desk Agent serves as the first point of contact for guests, providing warm and knowledgeable service to ensure a positive first impression. This role is essential in delivering a great guest experience by efficiently checking in and out guests, addressing their needs, and enhancing their stay through excellent customer service.

Responsibilities

• Welcome guests in a friendly, prompt, and professional manner, recognizing IHG Rewards Club Members and returning guests.
• Check guests in, issue room keys, and provide information on hotel services and room locations.
• Ensure required identification is taken from guests at check-in in line with local legislative requirements.
• Answer phones promptly and courteously.
• Up-sell rooms to maximize hotel revenue.
• Record and process all guest calls, messages, requests, questions, or concerns.
• Record guest preferences in the system.
• Check guests out, resolving any late or disputed charges.
• Accurately process all cash and credit card transactions using established procedures.
• Issue, control, and release guest safe-deposit boxes according to hotel procedures.
• Communicate outstanding guest requests or issues to management for follow-up.
• Take action to solve guest problems/complaints using appropriate service recovery guidelines.
• Follow established hotel safety protocols and procedures at all times.
• Report any health and safety incidents, security breaches, or suspicious behavior to the supervisor or manager on duty.
• Book guest reservations for individuals and/or groups as requested, processing cancellations and updates.
• Work as part of a team and communicate with other departments to ensure excellent quality and service.
• Perform other duties as assigned, including guest room tours, concierge services, and special guest requests.

Requirements

• High School Diploma/Secondary Qualification or Equivalent.
• One year of Front Desk/Guest Service Experience strongly preferred.
• Proficiency in Opera is preferred but not essential.
• Fluent in the local language; additional language skills preferred depending on the hotel location.
• Ability to frequently stand behind the desk and in front office areas.
• Ability to carry or lift items weighing up to 50 pounds/23 kilograms.
• Basic computer skills to operate various property management and reservations systems.

Nice-to-haves

• Passionate about people and service.
• Strong communication skills essential for interacting with guests and employees.
• Basic math skills for handling cash or credit.

Benefits

• Employee discount
• Flexible schedule
• Paid time off