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Front Desk Agent - Night Audit
Job Reference #: 9447_1503077
Responsible for providing excellent customer service and maintaining strong professional relationships. Assists customers with reservations, advises of status of reservations, furnishes information on hotel facilities, and sends product literature. Courteously and promptly resolves customer questions and problems or properly refers them to appropriate personnel. Completes related records, reports, and documentation. Performs miscellaneous clerical duties as required.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
-Assumes responsibility for the accurate entry of customer reservations.
-Receives reservations by phone, fax, and mail.
-Processes reservations, enters into computer and provides additional information.
-Acknowledges faxed and mailed reservations. Verifies pricing, discounts, billing information. Notifies customers of room features and anticipated availability.
-Researches and resolves problems.
-Sends information to customers.
-Assumes responsibility for effectively performing miscellaneous customer service functions.
-Check in and out customers.
-Processes customer payments and post applicable charges.
-Informs customers of credit holds.
-Conducts customer surveys and interact with guest regarding their stay.
-Assumes responsibility for establishing and maintaining professional working relations with customers.
-Resolves questions, requests, and problems promptly and courteously.
-Keeps customers informed of Company policies, procedures, and status of their accounts.
-Politely obtains and conveys information as needed.
-Maintains the Company's professional reputation.
-Provides superior customer service.
-Assumes responsibility for establishing and maintaining effective working relations, communication, and coordination with Company personnel and management.
-Assists and supports area personnel as needed.
-Coordinates with the Accounting Department regarding customer credit status.
-Keeps management informed of area activities and of any significant problems.
-Attends and participates in meetings as required.
-Customer service is accurate, prompt, and courteous.
-Files are correct, current, and well maintained. Required reports and records are complete and timely.
-Customer problems are politely and quickly researched and resolved. Professional business relations exist with customers and assistance is provided as needed.
-Effective working relations exist with Company personnel. Assistance is provided as needed.
-Management is appropriately informed of area activities.
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