Front Desk Agent

The Manchester Hotel

Kentucky poet Wendell Berry once said of his home soil, “What I stand for is
what I stand on.” The Manchester follows suit — a handsome monument built to Lexington Kentucky’s unbridled enthusiasm, warm Southern light, and full-galloped feeling. 

With the goal of providing a superior experience, the Front Desk Agent is the face and voice of The Manchester Hotel, involved in all aspects of the guest experience. The Front Desk Agent is responsible for knowing all property services and amenities, welcoming guests, checking guests in and out, in addition to coordinating guest experience prior to arrival. This position reports directly to the Front Office Manager. We are currently accepting applications for both Part and Full-Time positions. 

Responsibilities:

• Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information, restaurant information, and guest concerns.
• Greets and completes established check-in procedures for arriving guests daily, using both manual and computerized methods, to ensure guests are satisfied and in rooms as requested.
• Facilitates guest departure (check-out) daily by following established manual and computer procedures to close guest accounts and open the room for the next sell.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by keeping abreast of all in-house and area functions to answer questions and concerns with timely and knowledgeable responses, in person and on the telephone.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintains a friendly, cheerful and courteous demeanor always.
• Processes all guest mail, messages and faxes, receives, sorts, notifies and distributes to guests to ensure the information is received by the guests in the most timely and accurate method possible.
• Stays up to date on gift shop merchandise, provides guests with information and processes gift shop sales.
• Aids other employees and departments to contribute to the best overall performance of the department and the hotel.
• Performs other duties as assigned, requested or deemed necessary by management.

Qualifications:

• Knows standard cash handling procedures and knowledge of computerized cash register systems.
• Must be fluent in English.
• Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
• Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
• Must pass a background check.